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Customer Service & Customer Protection in MANSELL. Agenda. The Importance of Customer Service Legislation Protecting Customers & Employees After Sales Care Examples of Customer Service Customer Complaints. The Importance of Customer Service.

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  • The Importance of Customer Service

  • Legislation Protecting Customers & Employees

  • After Sales Care

  • Examples of Customer Service

  • Customer Complaints

Question why is customer service important to mansell
Question: Why is Customer Service Important to MANSELL?

The importance of customer service1
The Importance of Customer Service

  • Dissatisfied customers will go away

  • Very often, they will switch to another provider without complaining

  • Providing good customer service is the key to high customer retention

  • Customer retention is at the heart of MANSELL’s strategy

  • It costs a lot less to satisfy an existing customer than it does to win a new one

Question can you think of any legislation designed to protect customers and employees
Question: Can you think of any legislation designed to protect Customers and Employees?

Examples of legislation
Examples of Legislation

  • Trade Descriptions Act 1968

  • Health & Safety at Work Act 1974

  • Safety Signs Regulations 1980

  • Data Protection Act 1998

  • Consumer Protection Act 1987

  • Sale & Supply of Goods Act 1994

Examples of legislation1
Examples of Legislation

  • Trade Descriptions Act 1968

    • Makes it an offence for a trader to;

      • provide a false trade description to any goods

      • supply goods which have a false trade description

      • make false statements about services, accommodation or facilities

  • It is reasonably easy for MANSELL to follow this legislation as our clients tend to tell us, in detail, what they require

  • In these circumstances, we simply need to conform to the specification.

  • As a contractor, we do not generally develop and market our own products

Examples of legislation2
Examples of Legislation

  • Health & Safety at Work Act 1974

    • Makes it law for employers to provide such things as;

      • personal protective equipment

      • reporting of accidents and dangerous occurrences

      • first aid

      • fire precautions

      • lifting equipment

  • MANSELL takes this law extremely seriously

  • We have clear health & safety policies and regional health & safety managers

  • All our staff receive the appropriate levels of training on health & safety

Examples of legislation3
Examples of Legislation

  • Safety Signs Regulations 1980

    • Encourages the standardisation of safety signs

    • Covers various means of communicating health & safety information;

      • illuminated signs

      • hand & acoustic signals (e.g. fire alarms)

      • spoken communication

  • MANSELL ensures it follows this legislation by having standard industry-recognised signs across all its sites and offices

  • We ensure that these signs are maintained and that employees receive adequate training if a new sign is introduced

Question what is the data protection act what does it try to achieve
Question: What is the Data Protection Act - what does it try to achieve?

Examples of legislation4
Examples of Legislation

  • Data Protection Act 1998

    • Contains eight Data Protection Principles. These state that all data must be;

      • processed fairly and lawfully, and kept secure

      • used only for specified and lawful purposes

      • adequate, relevant, and not excessive

      • accurate, up to date, & kept for no longer than necessary

      • processed in accordance with the individual’s rights

  • MANSELL states it’s Data Protection Policy on all forms which ask stakeholders for “sensitive” information

  • Much of the work needed to meet the requirements of the DPA is common sense

Examples of legislation5
Examples of Legislation

  • Consumer Protection Act 1987

    • Prohibits the supply of unsafe goods

    • Makes it an offence to give a misleading price indication

  • Clearly, the most important thing for MANSELL to achieve when attempting to comply with this legislation is a safe building

  • MANSELL has numerous procedures for checking that suppliers and subcontractors are providing safe products and services which then ensure that our ultimate product is safe

Examples of legislation6
Examples of Legislation

  • Sale & Supply of Goods Act 1994

    • Ensures that goods are of satisfactory quality

    • Goods are defined of satisfactory quality if they “meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstances

  • The construction industry has a poor reputation for quality

  • MANSELL carries out exhaustive checks throughout their construction projects to ensure that the end product is of satisfactory quality when handed over

  • This process is known as “snagging”

Question what is after sales care
Question: What is After Sales Care?

After sales care in mansell
After Sales Care in MANSELL

  • MANSELL provides most of its key customers with an after care service

  • This involves giving the customer a dedicated telephone number where they can report problems and have the confidence that they will be dealt with quickly and efficiently

  • We not only offer this customer care facility after a project is completed, but we also provide care during the project itself. Our site managers are encouraged to manage this.

  • The majority of after sales issues are to do with quality (e.g. doors don’t shut properly)

Examples of customer service1
Examples of Customer Service

  • Products

    • MANSELL offers the customer almost limitless product range - we can carry out projects from £10,000 to £10,000,000 across all market sectors

    • We attempt to provide the best quality and vet our suppliers and subcontractors to ensure they can meet our standards

  • Staff

    • We aspire to be the most admired construction provider in the UK and realise that this is largely dependent on the quality of our staff

    • We use professional recruitment, selection, and training processes to try and ensure we have good quality staff

Question how does the quality of our premises impact upon our relationships with customers
Question: How does the quality of our premises impact upon our relationships with Customers?

Examples of customer service2
Examples of Customer Service

  • Premises

    • MANSELL has spent a considerable amount of money over the last few years on a number of its major offices (e.g. Swaffham and Nottingham)

    • We try to create environments which are both pleasant to work in and visit.

  • Delivery

    • We continually measure the performance of our suppliers to ensure that they are delivering on time every time

    • We try and plan every job to the relevant level of detail at the beginning, to ensure that problems are eliminated and delivery is predictable

Examples of customer service3
Examples of Customer Service

  • After Sales Care

    • As mentioned earlier, we offer after care services for our major key clients

    • we employ Customer Care Directors who are responsible for managing strategic relationships

    • our Regional Managing Directors have customer satisfaction as their key measurement

  • Advice

    • as construction is a complex process, the advice we offer our customers is key

    • our customers have to have the confidence that they are talking to competent people

Examples of customer service4
Examples of Customer Service

  • Range of payment methods

    • we offer our customers a whole range of payment methods to satisfy their needs

    • we can be flexible and offer manual and electronic processes

    • we are currently experimenting with xml payments with a key supplier

  • New Technology

    • we hold regular forums with our suppliers to assess new technological developments

    • we often invite our customers along to these events to get their input

Question how do you think mansell manages customer complaints
Question: How do you think MANSELL manages Customer Complaints?

Customer complaints1
Customer Complaints

  • MANSELL treats a complaint from a customer very seriously

  • The person tasked with dealing with the complaint will be dependent on the seriousness of the complaint

  • Our site managers will deal with most customer complaints without any major problems

  • However, we have a documented procedures in place for customers to follow if the complaint is more serious

  • These procedures are aimed at giving the customer the right response