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For this project I am asked to explore one certain company and see how it well it performs in the open world. I am doing my project on Barclays Bank. In addition to this, in this project

Extracts from this document...

Introduction

Contents CONTENT PAGE NO. Introduction 3 Customer Service (E1) 4 Provisions of customer service 5 Business objectives (E2) 10 SMART objectives 13 Objectives of BARCLAYS 14 Customer service skills and communication 14 Consumer protection legislation (E3) 21 Improving customer services (E4) 26 Presentation on BARCLAY's customer service (E5) 30 Approach to assembling and analysing info about BARCLAYS (C1) 33 Questionnaire 34 Analysis of questionnaire 35 Results of questionnaire 36 Logical analysis of the effectiveness of customer service within BARCLAYS (C2) 41 SWOT analysis 42 SWOT analysis of BARCLAY's customer service 44 BARCLAYS and good practice 45 Techniques used at BARCLAYS (C3) 46 Suggestions for improving BARCLAY's customer service (C4) 48 Provisions of customer service and how it is monitored (A1) 50 Introduction For this project I am asked to explore one certain company and see how it well it performs in the open world. I am doing my project on Barclays Bank. In addition to this, in this project I will find out facts about Barclays, and how it provides a service, whether I think their method is successful and I will observe and then analyse the company's customer service. I will do the above by: * identifying and describing the different types of customers and their needs * identifying and analysing the skills required in customer services * accounting for how the organisation has incorporated consumer protection into its customer service policies * describing how the organisation uses customer service to meet needs as well as strategic objectives By using the information above I will produce a report which will include: * The techniques Barclays Bank use to try to improve customer service * How Barclays monitors the performance of its customer service * Recommendations on how Barclays could improve its quality system to help meet customer quality standards E1 Customer Service What is Customer Service? Customer service is where an organisation can communicate with its customers. ...read more.

Middle

Their job is to make sure that consumers have as much choice as possible across all the different sectors of the marketplace. When consumers have choice they have genuine and enduring power. As an independent professional organisation, the OFT plays a leading role in promoting and protecting consumer interests throughout the UK, while ensuring that businesses are fair and competitive. Their tools to carry out this work are the powers granted to the OFT under consumer and competition legislation. In a nutshell, the role of the OFT is to: * Identify trading practice which are against consumer interests * Put things right wherever possible * Regulate the provision of consumer credit Watchdog is a programme provided by the BBC that is concerned with the protection of customers. For example, if a customer went on holiday and the hotel was not up to the standards that it advertised about itself, then Watchdog are the business to get involved and make sure that the customer is protected and satisfied. Another company who aim to help and protect customers are the National Consumer Council (NCC). Their aims and values are as follows: NCC values These are the hallmarks of how they aim to go about our work: * Challenging: developing new ideas that combine innovation, strategic thinking and expertise with effective risk management * Fair: working to protect the interests of those who are especially disadvantaged and ensure they are treated equitably * Employ staff that is empowered and able to deliver our ambitions. NCC values These are the hallmarks of how they aim to go about our work: * Challenging: developing new ideas that combine innovation, strategic thinking and expertise with effective risk management * Fair: working to protect the interests of those who are especially disadvantaged and ensure they are treated equitably The Sale of Goods Act 1979 explains that a product/service must be up to the satisfactory quality of the consumer, Barclay's rise to the occasion with their customer service. ...read more.

Conclusion

Barclays believe that it is important for them to give a good impression as soon as the customer enters the building * Staffs on site - Barclays continuously have staff all over the site, so that if a customer need assistance whilst in the vicinity of Barclays it is available. * Customer service desk - at the front of the store, Barclays has a customer services desk, if the customer has any queries or problems that some of the staff cannot deal with, they go to the desk. * Short queues - Barclays try to make their customers as happy as possible, they contribute to this by cutting down the queues as quick as possible. They do this by filling up all the positions with cashiers, the ATM and deposit machines are a big advantage too. They monitor these services with the following techniques: * Observers - Barclays set up their own observers for their staff. The management schedule a person who works in inspection to pretend to be a normal customer; this helps the management to see how the staffs are treating the customers. This helps the business to monitor their customer service. To improve the customer service, especially that of the staff, they could increase the frequency that the observer visits. When it comes to some of the techniques used I don't think some of them are that useful to Barclays. For example when it comes to the observer that assesses Barclays, I don't think the results are reliable. If the observer came into the bank when first opens on a Monday, all the cashiers and staff are full of energy, but when the observer comes in five minutes before closing time on a Friday, the results for his assessment will be different. So I don't think that the results are that helpful, unless the observer visits more frequently, which they currently don't do. ?? ?? ?? ?? 2 ...read more.

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