Hi all,
Lizzie and I are currently completing a new tender application and one of the things they have asked for is a copy of our 'Customer Care Policy'. We don't currently have such a thing but there is no doubt we are now a very customer focussed business, so it shouldn't be too difficult to write one.
However, to be a successful customer orientated team it is important that everyone 'buys into' the philosophy of putting the customer first. I therefore thought this was a good opportunity to write something down that is not just relevant to the tender we are completing but reflects the thoughts/attitude of the entire team, rather than just mine. I can then use your ideas/comments to put together a kind of Normans Customer Charter that demonstrates the approach we take as a business towards our customers.
I don't want to take up too much of your time with this, but would ask you to have a think and then email me with what you consider to be the 5 most important things we can do as individuals/a business to ensure our customers have a great buying experience and ultimately leave us a 5 Star review. Please let me have your top 5 by this Friday and I would really appreciate it if everyone took the trouble to contribute. Don't over think it, we are all customers ourselves so what makes you a happy one? Is there something another business has done for you that we don't do? I expect there will be a variety of answers depending on your particular role within the business and as far as I'm concerned the more varied your responses the better.
I look forward to reading your emails and hope they can be the basis for documenting our ideals as a customer focussed organisation.
Thanks
Andy