Customer+Service+Excellence

Think all the ideas we spoke of are excellent so our end product is:

To provide Mr Frankenberger with a blended learning solution to best work with complaining clients that is effective for customers and staff and the business.

Mediums discussed to date are:
 * video clips of 3-4 scenarios of complaining customers to be able to apply a best practice model too
 * propose a best practice model
 * develop an individual task of staff thinking of their own experience to date of how they have dealt with complaining customers and consider what they did well and what do not go so well
 * to use the last point as a pre-empter for face-to-face
 * each store to have a champion
 * that the training is not one-off more on-going and this can be delivered through:
 * on line chat
 * wikis
 * documenting experiences in a shared space
 * highlight the positive outcomes from complaints
 * individual performance
 * 6 month face-to-face up-dates and peer review
 * that it is a store theme each year
 * a store competition and show and tell - of the best dealt with complaint - to highlight what is working really well and the learning gained
 * regular intranet up-dates
 * store champions and trained well to be leaders, role models, coaches and 'de-briefing agents' for staff to turn to


 * to promote, foster and influence an attitude that complaints have are positive for business because:
 * we know what people are complaining about and can do something about it
 * we can define whether it is staff, product or other and do something about it specifically
 * can then tailor and improve business practices
 * impt to make it easy for people to complain
 * impt to have support avenues for staff for negative experiences that are unable to be resolved


 * Training package for trainers and also a resource pack for staff

what do you think?