exceptional customer services
Download
Skip this Video
Download Presentation
Exceptional Customer Services

Loading in 2 Seconds...

play fullscreen
1 / 23

Exceptional Customer Services - PowerPoint PPT Presentation


  • 177 Views
  • Uploaded on

Exceptional Customer Services. Zakki Ghauri Parking Development Manager Croydon Council. March 2011. Croydon. Croydon covers an area of 87km 2 Croydon has a population of nearly 340,000 and a working population of 160,000 Largest London borough by population

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about ' Exceptional Customer Services' - curt


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
exceptional customer services

Exceptional Customer Services

Zakki Ghauri

Parking Development Manager

Croydon Council

March 2011

croydon
Croydon
  • Croydon covers an area of 87km2
  • Croydon has a population of nearly

340,000 and a working population of

160,000

  • Largest London borough by population
  • There are an estimated 13,000 businesses

in Croydon

  • Black Minority Ethnic (BME) communities comprise 36% of Croydon residents
  • Around 11,500 of Croydon\'s population

are over 80

  • There are currently 142,510 properties

in the borough

services
Services
  • Consultations
  • Traffic Design
  • Pay & Display
  • Cashless Parking
  • Suspensions/Dispensations
  • Removals
  • Enforcement
  • Shopmobility Service
  • Companion Badges
  • Permits Processing
  • Abandoned Vehicles Service
  • Blue Badge Enforcement
customer service case study
Customer Service Case Study
  • Angry and Upset Customer
  • Calmed situation
  • Sympathised
  • Gave customer advice
  • Reassured that we would look favourably on case
outcome
Outcome
  • Circumstance didn’t allow PCN to be cancelled
  • Explained why
  • Turned into complaint
  • In financial dire straits!
customer services
Customer Services

“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

- J. L. Scott. (2002)

customer services1
Customer Services
  • Feelings
    • People
    • Emotions
customer services2
Customer Services
  • Understanding
  • Connecting
identifying customers
Identifying Customers
  • Who are your customers?
    • Residents
    • Businesses
    • Visitors
identifying customers1
Identifying Customers
  • Whoare your customers?
    • Demographical Profiling
    • Communication
identifying customers2
Identifying Customers
  • Mosaic
    • Profiling Customers
    • Help us to understand our customers better
    • Accessing of Information
    • Service Provision
communication
Communication
  • Customer Engagement – Croydon Festival
  • Online Survey
  • Visiting Local Businesses
  • Drop-in Sessions at Libraries & Town Hall
  • Neighbourhood Partnership Meetings
perceptions
Perceptions
  • Negative Press
  • Managing Expectations
    • Neighbourhood Partnerships
    • Online Survey
surveys
Surveys
  • Where do you park most often when visiting Croydon Town Centre?

On street (in bays)

In car parks (please tick all that apply)

  • Non-council run car parks in Croydon:

NCP – Wandle Road NCP - St George’s Walk

NCP - Fairfield Halls NCP - Allders

NCP - Whitgift NCP - Dingwall Road

Q Park – Charles St Centrale Shopping Centre

  • Council run car parks:

Ann’s Place Factory Lane

Jubilee Bridge Spice’s Yard

Wandle Road West Croydon

vision and mission
Vision and Mission
  • Top Down Approach
side on approach1
Side On Approach
  • Buy in from management
  • Consultation with Staff
  • Customer Led Approach
slide19

Policy

Finance

Risk

Contracts/

SLAs

HR

Assets

VISION

Performance Framework

TO PROVIDE THE FLAGSHIP PARKING SERVICE PROVISION BY UTILISING THE NEWEST TECHNOLOGY, BEING CUSTOMER FOCUSED, TRANSPARENT, ROBUST IN ENFORCEMENT AND EFFICIENT IN OVERALL SERVICE PROVISION.

Comprehensive

Area Assessment

Best Value

Team Targets

Individual

Targets/

PDCS

Pillars of

Organisation

MISSION

Council Business Team Individual

Unit Officers

  • Create a safe and efficient flow of traffic through our Borough
  • Create the best possible Parking Services infrastructure
  • Continuous maintenance of Parking Services infrastructure
  • Provision of adequate parking allowance and easy access to it
  • Effective and robust parking/traffic enforcement and debt recovery
  • Transparent and professional consideration for customers’ requests and complaints

(Bays, lines, signs, short term parking (P&D) and ICT)

(Variety of parking permits and easy access to them)

staff
Staff
  • Front line most important
  • Morale
  • Training
training
Training
  • NVQs
  • Collaborative Working with the Customer Services Division
  • Mystery Shopping
acknowledgement
Acknowledgement
  • Internal
    • Statistics
    • PDCS Excellence
    • Customer Service Excellence
    • Manager of the Year
  • External
    • ISO 9001:2008 Accreditation
    • Parkmark
    • BPA Awards
acknowledgement1
Acknowledgement
  • Continuous Improvement
  • BPA Award for Customer Service
ad