Business Efficiency - Chapter one

Hi Team,

Hope that you are all getting stuck into your first chapter review!

Chapter 1 Foundation of customer service

Knowing who our customers are and the products and services we offer are crucial to understanding the scope of what we do, and how we should go about doing it.

Fig 1 - One of our Customer Service Officers (Julie C) here at State Records, Leigh St.  She always has a welcoming smile

Over the years of delivering this course, many students have struggled to identify that they are in a "service industry".  All too often I have heard the "But I don't have any customers" or "I'm stuck in the basement & I don't deal with the public" comments.  While these statements might be true to some people, if we dig a little deeper we do have a range of customers that we deal with on a daily basis.  It is important not to discount our internal customers, our colleagues, peers or supervisors, as important parts of our business.  We must be good RM ambassadors that encourage our internal customers to return!

Good customer service equals good business.  But firstly it starts with YOU, the employee.  Employees who are happy with their work environment and the investment in their skills and learning development by the agency, are satisfied employees.  It is more likely that they will deliver a service to customers that will result in satisfied customers.  The key to customer satisfaction is meeting the needs and expectations of our customers.  However, by exceeding the needs and expectations of our customers (going the extra mile), we are more likely to develop loyal customers - customers who keep coming back for more.  And at the end of the day we want to encourage our customers to come back & seek our guidance or advice on good RM practices. Right?

Think about what makes you a loyal customer?  What service or product do you keep going back for from the same provider?  What is it that makes you want to keep going back?  Is it just the product/service or how it is delivered?  For example, have you considered what sort of services and products we offer in the Records Management Unit (RMU)?  It's more than just making files & then filing them in the compactus area! Now take those services that we offer one step further.  How could we "go the extra mile" with our customers, without stretching ourselves too thin in the process.  How about rather than advising a customer that "our RM system can't do that!", take 30 seconds to explain an alternative way or explain why we can't meet our customer's request now.  

My challenge to you all, is to find ways to "go the extra mile" in your customer service relationships over the coming weeks.  Apply what you are learning to what you do in the workplace.  And don't forget to share your positive customer experiences with me!! :)  Please post them below.

In a retail environment, happy & loyal customers can translate to more dollars.  For our RMU, it can translate to increased use of our services, which should lead to greater efficiencies, that ultimately are good for the agency and for our customers across the board.

Receiving feedback on our services and products is another foundation stone to customer service.  We are lost without this valuable information, and unable to improve our products and services accordingly.  Remember the game "Hot and Cold"...when you get close you are warm, when you are far away you are cool??  Trying to find that hidden object or develop that best practice without feedback from our peers or customers leaves us stranded, frustrated and lost.

It can be a revelation to realise that we have customers in records management.  We may not be on the front desk, or in a "customer service officer" role, but we have customers.  Once we understand that basic fact, it ultimately has the power to change the way we do our business...for the better.

Next week, we begin Chapter 2, Identifying and Using Interpersonal Skills

Fig 2 Tempt your colleagues to be loyal customers of the RMU

Choccie Frog

Every one loves chocolate (and if you don't, happily send your portion to me!!) and it is surprising what commotion is caused when it is up for grabs.  In previous years the class discussed how we can promote our area (RM) so that our customers will think of us in a positive way.  We discussed the incentives that can be used to encourage our customers  to take on board our requests (like returning all files, even those that might be in filing cabinets).  Running competitions or quizzes.  You might want to give it a go at your next staff meeting.  Once you hand out one choccie frog for the first correct answer people will begin to take note of what you have to say.  Give it a go . . . I welcome your responses or any other positive comments and ways in which you promote your area!

Awareness Activity

Part of providing good customer service is ensuring hat we are aware of our surroundings.  All too often we can become consumed with the task at hand & inadvertently ignore our internal customers.  I want you to have a look at the following video 

So how did you go?  I got the right number of passes, but confess, I didn't initially see "it"   So my point is, every now & again make sure that you aren't overlooking any RMU customers.

Due Dates of activities and review sections

Just a reminder that Chapter 1 is due next Tuesday, 12th February.  Please don't leave it until the 11th to start on it!  I expect that a cover sheet (found on pgs 7&8 of Study Guide) to be attached to your submission.  If you decide to submit your assignment to me electronically (i.e. email it to me), can you please ensure that you email it as a "word" document rather than a "PDF" document.  If you have any questions please call me to discuss further.

 

For any history buffs out there . . .

It is official.  The remains of King Richard III were found in a Leicester (England) car park.  Here is a recent news video of the discovery and the related article.  If anyone comes across other newsworthy articles please consider sharing them with the rest of the class.

 

Have a great week.

 

Ciao,

Melisa Z-G