Improving Your Service

Use this checklist to gauge which aspects of customer service you’re doing well in, and those which need more attention.

If you want to make customer service improvements, it’s important to get the input of your team. One of the most effective ways of gathering their ideas is to run a quality circle meeting. This checklist will help you to prepare for and run such a meeting, and also provides some pointers on what to do afterwards.

This diagnostic will help managers or team leaders to review their approach to managing customer care and identify areas for development. Alllow around 30 minutes for completion.

An icebreaker designed to get a group working together to discuss what can be learned from bad customer care experiences. Allow 25 minutes for completion.

An exercise promoting a holistic approach to customer care. Allow 45 minutes for completion.

An exercise to assess and improve the whole process of dealing with customers from start to finish. Allow 45 minutes for completion.

The following technique offers a simple way to calculate the cost to your department or organisation of losing dissatisfied customers. Armed with this information, you can impress on your team the importance of excellent customer service at all times. It can also help you to put forward a business case for customer service training and/or process improvements to senior colleagues.

When your organisation loses customers, it is important to try to find out why in order to make appropriate improvements to your product or service. This template is designed to help you to ask the right questions.

If an idea for a customer service improvement comes to you, it is worth taking the time to document it. This template provides the means for you to record your idea, and to think through the steps required for its implementation.