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WWU CS (BUILDING A STRATEGY on what they have (Capabilities (people ((CV)…

- - - - (CV) Vulnerability and customer service training
      - rewards & recognition
      - employee engagement
      - motivation to deliver
    - - defined by: accreditations, commitments
    - - customer journey mapping
      - customer cup (innovation) - NOT a process...
      - measuring customer service internally and externally - BUT no defined process
    - - Xoserve - how/why/when do you use this?
      - Platinum service scheme app - no info...
      - system to track/resolve complaints?
      - look at 'CREATIVITY & INNOVATION' in CS draft
    - - exec customer steering group
      - reporting and escalation lines (charter, pg.11)
- - - - processes designed from customer's perspective and delivered to consistent standards
    - - continuous improvement and innovation encouraged
  - - - recruitment and development based on competencies that give high priority to customer focused attitudes
    - - retention, reward and recognition strategies are underpinned by organisation's commitment to customer service
  - - - promises kept and service recovery systems in place
    - - service quality with associated goals, programmes, measurements and accountabilities
- - - - Achieve full incentive reward in 18/19 (£2m)
      - Improve the effectiveness of our complaint handling performance with no penalties
      - Build on award winning customer satisfaction reputation
      - Retain ICS ServiceMark & BSI 18477 accreditations
      - Improved service to worst served customers in the network
      - Address root causes of complaints to improve service levels