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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

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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


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


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