Вы находитесь на странице: 1из 14

(Insert your Institution’s Logo/Seal here)

P. O. Opara & Sons Co.

Customer Service Improvement Toolkit


This belongs to: Opara, Chibuike Justin, Masters in Business Administration,
Assistant Manager, P. O. Opara & Sons Co.
MY COMPANY PROFILE

Name of the Company: P. O. Opara & Sons Co.


_____________________________

Industry My Department
_______Fishery________________ Assistant Manager

Major company products/services Top five (5) services rendered by my


_____Live Catfish________ Department
_____Smoked Catfish__________ 1. Coordinating Labor force ___________
2. Offering assistance and advice to manager
_____Catfish Feeds________ 3. Overseeing Co. Logistics
_____________________________ 4. Handling customer related issues
5. _________________________________________
MY COMPANY/DEPARTMENTAL SERVICE PHILOSOPHY
(For PUNP personnel, state your DEPARTMENTAL SERVICE PHILOSOPHY)

Ensuring that Customers get nothing but the best goods and services to keep them
wantig more and at an affordable price.The satisfaction of our customers is our driving
force.
THE SERVICE IMPROVEMENT TEAM*

Responsibility Name and Position Mobile Email

SIT Leader Opara, Chibuike Justin. Asst Mngr +2348068758738 Justinpara95@gm


ail.com

Alternate 1

Alternate 2

Member Olachi, Opara. Markeer +2348037026060 Lachiara@gmail.


com

Member Peter Davi Obinna, Accountant +2348068734347 Bykiz101@yahoo.


com

Member

Member

Member *Remember that the number of team members depends on


your company/departmental circumstances.
MY DEPARTMENT/COMPANY’S SERVICE STANDARDS

WE ADHERE TO THE HIGHEST STANDARDS OF:

SERVICE STANDARD DEFINITION


1. Speed Standard quick service means convenience for customers. Speed is a stable
determinant for customer satisfaction.

2. Accessibility Standard A customer who’s troubled with an issue should not be troubled
further with figuring out how to get in touch. At best, our
accessibility is so advanced that it brushes proactivity.

3. Efficiency Standard Speed and efficiency are two forces pulling in opposite directions.
They’re not mutually exclusive but hard to balance out. We ensure
that oure services and goods match efficiency expectations.

4. Courtesy Standard Being nice is a fundamental implicitness in customer service.


These techniques will tell you if your smile sits well on you.

5. Transpareny Standard We ensure that customers have clear ideas of how our products
are made. Little or no secrecy.
MY DEPARTMENT/COMPANY’S SERVICE MAP

Customer Arrives at Customer identifies the Customer is greeted


the office. receptionist desk and by a friendly
walks to te receptionist receptionist

Cusomer selects products Customer specifies Receptionist asks


needed. A fieldman is what product or customer what
available to assist customer services he wants and products or services
if the items selected are too he is directed by he wants.
heavy . receptionist towards
the location of the
product.
MY DEPARTMENT/COMPANY’S SERVICE MAP

Customer heads towards the Items are documented, well Customer makes payment
cashier for payment. packaged and a total and receipt of payment is
amount for the items is given to the customer.
given to the customer for
payment.

Customer goes home Again, a fieldman is


feeling satisfied. available to assit the
customer carry his items
to his car or taxi outside.
MY DEPARTMENT/COMPANY’S SERVICE MAP
(SERVICE QUALITY ASSESSMENT)

BLOCK
MEDIOCRE SERVICE EXCELLENT SERVICE
NUMBER
No guard or usher to welcome the Guard or usher is avilable to open the
1 customer into the office/store. door for the customer.

No signages to direct the customer . Clear signages are available to provide


2 directions for customers.

Receptionist is friendly and attentive to


3 customers.

Receptionist interracts with the


4 customer to know what he wants.

No signages to direct customers Signages are available. Receptionist


5 directs the customer to location of
products.
MY DEPARTMENT/COMPANY’S SERVICE MAP
(SERVICE QUALITY ASSESSMENT)

BLOCK
MEDIOCRE SERVICE EXCELLENT SERVICE
NUMBER
No fieldman available to assist customer Fieldman is available to assist
6 carry his items if the are too heavy customers .

Items/products are not well documented Items/products are well documented


8 and packaged and packaged.

Cash-only system of payment Various methods of payment is


9 available for customers.
MY DEPARTMENT/COMPANY’S SERVICE MAP
(SERVICE QUALITY ASSESSMENT)

BLOCK
MEDIOCRE SERVICE EXCELLENT SERVICE
NUMBER
Fieldman does not assist customer to Fieldan helps customer to load items
9 load items into his car or taxi into his car or taxi
EVERYTHING SPEAKS CHECKLIST

LOCATION: Parking Area

ITEM SATISFACTORY UNSATISFACTORY ACTION

Parking area floor is well Parking area is too small Need for expansion
Garage coated and not slopy.

Signaes are available Signages seems to b old and Signages should be redone
Signage barely visible for customers and made visible

Two trees provide shades for Leaves from tree are Parking area should be kept
Shades cars in the parking area scattered all over the parking clean and leaves should be
area swept off the floor
Parking area has CCTV No guard to intervene Security measures should be
Security quickly in case of theft updated.

No flowers to beautify the Flowers should be planted


Decoration area
EVERYTHING SPEAKS CHECKLIST

LOCATION: Reception Area

ITEM SATISFACTORY UNSATISFACTORY ACTION

Cleanliness Area is clean Lots of old magazines and Remove old magazines and
newspapers newspapers
Buls in all available lamps Bulbs are not bright enough Use brigher bulbs to facilitate
Lighting reading

Furniture are in good Seems to be old Replace old furniture


Furniture condition

No signages Put signages in reception


Signage area.

Venilation Well ventilated with air


conditioners and air
freshners
EVERYTHING SPEAKS CHECKLIST

LOCATION: Restrooms

ITEM SATISFACTORY UNSATISFACTORY ACTION

Out of essential supplies like Recommend weekly


Supplies hand dryers, tissue, mirror checklist to ensure adequate
etc inventory
Toilet seats and sinks are
Overall clean, Trash bin is also
cleanliness available and well covered

Bulbs are missing in some Put bulbs in all lamps to


Lighting lamps ensure proper lighting.

Faulty faucets Repair leaky and faulty


Faucets faucets

Deodorizer Functioning and pleasant


scents.
MY DEPARTMENT/COMPANY’S SERVICE OBSTACLE SYSTEM
(INDICATE ONLY THE TOP 5 OBSTACLES)

BLOCK SERVICE OBSTACLE RECOMMENDED ACTION


NUMBER
Failure to understand customer Take the time to analyze customers’
1 expectations behaviors and determine what they want
most from your brand, and do not
hesitate to ask them directly.
Lack of clarity Ensure that customers have proper
2 information about brands and services
offered by the company.
Weak omnichannel engagement Be sure to offer prompt service on all
3 channels, and identify those that may
need more agents.
Failure to deliver on promises Be careful not to promise more than you
4 can deliver or too little to begin with—
both approaches will turn off customers.
Instead, focus on delivering exactly what
you have conveyed, and then make
efforts to go the extra mile when the
opportunity arises.
Not using all available feedback and Surveys and focus groups are excellent
5 data for improvements for gaining precise information about
your customers’ feelings.

Похожие интересы