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Businesses Boost Customer ServiceBass Coast Shire Council has just completed a three month Customer Service Pilot Project with fifteen local businesses. By Bass Coast - 22nd December 2011 - Back to News Council’s Economic Development Manager, Peter Francis said that we developed the Project for owners of businesses in Bass Coast, with the view that customer service is about the whole culture of the business, and needs to be driven by the business owner.
"We contracted Alan Marion of Trainex Systems to deliver the project to businesses across Bass Coast. Each business received one and a half hours of one on one mentoring with Alan. They then came together in groups of five to brainstorm, develop ideas and share experiences, said Mr Francis.
The program finished with a dinner and presentation evening with all fifteen participants receiving a Completion Certificate, a framed ‘Customer Service Charter’ and customer service charter flyers to place in their business.
Mr Francis said that the feedback has been excellent with comments coming back from businesses such as;
"It was just the kick in the backside I needed",
"The one on one mentoring was fantastic and I can see it changing my business for the better",
"I know I have been a bit lazy and this has made me review what I am doing",
"We are now having team meetings within our business and we are seeing a difference",
"We have put in staff incentives to assist us to deliver great service to our customer".
The facilitator, Alan Marion, said that business owners often underestimate the valuable contribution their staff can make to business decisions. Business owners should involve staff in the running of the business as this can lead to a higher level of job ownership and loyalty to their employer.
"They can let team members run a meeting and listen to what they have to say. You can never underestimate what can come from such team meetings," said Mr Marion.
Mr Francis said that businesses have a lot to gain by delivering good customer service and a great customer experience. It is one of the most important aspects for businesses to concentrate on now that online shopping creates even tougher competition than previously experienced.The relationship a business builds with its customer and the service they provide will be critical to their future success," said Mr Francis.
Participating businesses have been requested to nominate other businesses to participate in the follow up program in 2012.
For further information or to register your business for future programs email Roslyn Jenzen, Bass Coast Shire Council’s Economic Development Coordinator r.jenzen@basscoast.vic.gov.au or phone 1300 BASSCOAST (226 278).
Source: www.gippsland.com Published by: news@gippsland.com
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