Improving Customer Service Quality and Experience through ICS Kenya Initiatives
Enhance your understanding of the role of ICS Kenya in advocating for customer service excellence, promoting professionalism, and providing networking opportunities in Kenya. Explore the objectives, key elements of customer feedback management, and critical success factors for quality standards application within the customer service industry.
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Presentation Transcript
[0981z\\yttbkmoppp[ EACO/CAK/ITU Stakeholders Forum on Quality of Service and Consumer Experience By Carolyne Gathuru ICS Board Member NOV 2015
Who is ICS Kenya? ICS Kenya is a professional body for Customer Service in Kenya. It comprises of both corporate and individual members with an interest in developing themselves, delivering customer service best practice and entrenching a culture of Service Excellence. ICS Kenya s core mandate is based on Customer Service Advocacy Rewards and Recognition Membership Development Thought Leadership
ICS Kenya Objectives Recognition and Promotion of Customer Service professionalism. Provision of networking, learning and development opportunities to improve service delivery. Awards and celebration of corporate and individual customer service excellence. Development of benchmarking services - development and tracking of Kenya s Customer Satisfaction Index. Customer Service Accreditation services Development and promotion of authoritative knowledge through research for policy and making. Customer Service training for improved business performance.
Quality of Service and Consumer Experience The Who Factor
The Key elements of Customer Feedback Management Customer Feedback Collection Customer Feedback Collation Customer Feedback Investigation Customer Feedback Tracking Customer Feedback Escalation Customer Feedback Resolution Customer Feedback Trending Customer Feedback Reporting
The Who Factor for Inclusion 5 Key Questions 1. What is the qualification and nature of persons responsible for implementation and management of the set standards? 2. Why is it important to predefine the customer service agent s brand? What are the standards? 3. Who is directly in charge? Who determines execution effectiveness? 4. Where are people based issues channeled from the different customer sources ( direct, written, walk in, phone ?) 5. When is the assessment carried out? Periodic? Immediate? The standard needs to be defined.
Critical Success Factors for Quality Standards Application Determine the standard and train train train for effectiveness. Determine the alignment of specific activities against the brand s vision- mission. Determine the resolution mechanisms for complaints and the escalation formula.
Critical Success Factors for Quality Standards Application Determine the critical need to walk in the customers shoes for empathy. Determine the role of emotional intelligence in the customer handling process. Determine the application of a solution based nature for customer feedback management.
Who Factor - Measurement Monitoring and Evaluation Measurement Determine how much of the feedback received is people based vs. process based and determine the baseline. Monitoring Monitor the trend over time and institute a performance against target over a period for the people based issues. Evaluation Determine progress and rework the target based on outcomes and/or make resolute decisions.
Feedback Ranking/Rating Key factors to consider when ranking/rating people based feedback What is the level of seriousness of the complaint? How is this scale determined? How far reaching is the complaint? Scope? How far reaching is the complaint? Depth? How recurrent is the complaint? Frequency? What is the focal point of the complaint? How quickly is the complaint resolvable? Short? Long? Medium Term? What escalation level does the complaint require? Top leadership? What budget does the complaint require for resolution if any?
Documentation of the Standard Documentation of the standards applicable to the staff implementing the quality policies is key for success. The cycle from recruitment application monitoring evaluation correction reapplication standardization of practise, must be defined and measurable. training
When complaints are freely heard, deeply considered and speedily resolved, then is the utmost bound of civil liberty attained that wise men strive for John Milton
