Global Star Enterprises

Customer Service Strategy

2015-2018

  1. Overview

Global Star Enterprises (GSE) is committed to providing the highest level of customer service that is designed to both meet and exceed our customers’ expectations.

The 2015 - 2018 Customer Service Strategy outlines the key strategies and actions that GSE will take to help achieve the vision, values and goals of the ‘Strategic Business Plan 2015-2018’.

ORGANISATIONAL VISION

To be the company of choice - creating sustainable value for shareholders, employees, contractors, suppliers, customers and business partners. Central to our vision is our goal of zero harm to people and the environment‘

ORGANISATIONAL VALUES

Safety and the environment

An overriding commitment to health, safety, environmental responsibility and sustainable development.

Integrity

Including doing what we say we will do.

High performance

The excitement and fulfilment of achieving superior business results and stretching our capabilities.

Win-win relationships

Having relationships which focus on the creation of value for all parties.

The courage to lead change

Accepting the responsibility to inspire and deliver positive change in the face of adversity.

Respect for each other

The embracing of diversity enriched by openness, sharing, trust, teamwork and involvement.

STRATEGIC GOALS

Customers

To fully understand and exceed our customers’ needs and to deliver superior customer service.

People

To attract and keep innovative, customer-focused employees, who can support our expanding business, and reward performance fairly and equitably.

Manufacturing

To use best-in-class door and window manufacturing techniques to maximise the quality of all of our products.

Design

To develop and maintain a product range which reflects modern architectural designs, colours and materials.

Operations

To achieve best-in-class warehousing, ordering, and distribution practices across our whole operation.

  1. Background

The creation of a Customer Service Strategy is part of a wider ongoing commitment of GSE to help reach our vision, values and strategic goals. This Strategy has been created in consultation with our customers, our staff and our Board of Directors through surveys (face-to-face and telephone), online feedback and workshops. The consultation has been integral in determining what is important to our customers when it comes to customer service, and to our staff in being able to determine the current barriers to delivering outstanding service.

  1. Purpose

Global Star Enterprises (GSE) is dedicated to providing the best possible customer service delivery standards at each level of its operations. The purpose of this strategy is to ensure that as an organization we continually exceed our customers’ expectations, meet their needs as a minimum standard and develop a positive lasting impression at all times. This strategy is supported by our ‘Customer Service Policy’ and ‘Service Delivery Standards Policy’.

  1. Strategic Customer Service Objectives

The GSE Board of Directors have set challenging customer service objectives for the customer service strategy that must be achieved for the organisation to remain successful over the next three year period:

  • Achieve an improvement of 85% first point of contact resolution within the first 12 months, and 95% by the end of 2018 for all customer complaints and service difficulties
  • Achieve an improvement of 85% Customer Satisfaction rate based on our market survey results, and 95% by the end of 2018
  • Ensure 90% customer orders actioned in time every year from 2015 to 2018
  • Decrease our customer complaints by 10% each year from 2015 to 2018
  • Ensure ongoing quality products and services are delivered to our domestic and commercial customers by sending 1 new notification per fortnight to all existing customers in our database
  1. Our Customers

GSEs customers are central to our business. They are widespread and diverse in their needs, wants and expectations. We welcome enquiries and interest from all local, national and international-based customers.

Our target external customers include new and existing clients from the following markets:

  • Domestic – Householders requiring goods for personal use
  • Commercial –
  • Hardware (major chain) – Large hardware retailers
  • Hardware (independent) – Smaller hardware retailers
  • Direct sales – these include independent trades persons, builders, building companies and the general public
  1. Our Customer Service Principles

Five core principles form the foundation for this Customer Service Strategy and are integral to achieving our purpose:

  1. Deliver outstanding and consistent customer service that is underpinned by integrity, accountability and a focus on the needs and wants of our customers
  2. Go over and above for our customers by encouraging and empowering our staff to take ownership for service problems and deliver positive outcomes
  3. Provide quality products and services for every customer, every time
  4. Provide innovative and efficient processes, continually striving for improvement in all that we do
  5. Proactively engage our customers in developing and delivering customized window, door and shower-screen solutions and seek feedback on our delivery of those services
  1. Our Customer Service Strategies

Each of our five customer service principles will be supported by a range of customer service strategies, to ensure success in each area.

Principle #1 – Deliver outstanding and consistent customer service that is underpinned by integrity, accountability, efficiency and a focus on the needs and wants of our customers

Strategies:

  • Ongoing service delivery training for all customer facing staff
  • Implement KPIs for all staff based on individual, team and organisational customer service outcomes, as well as organisational values and our Code of Ethics
  • Develop and implement customer service standards and service level agreements for each customer type
  • Implement a mystery shopper program to audit customer service performance and provide valuable feedback as part of our continuous improvement model

Principle #2 – Go over and above for our customers by encouraging and empowering our staff to take ownership for service problems and deliver positive outcomes

Strategies:

  • Develop policies that encourage staff to take an innovative approach to resolving customer service difficulties
  • Seek feedback on customer satisfaction on a regular basis
  • Monitor the quality of customer service delivery at regular periods
  • Use feedback and historical data to ensure we are sufficiently equipped to managed service issues, including complaints

Principle #3 – Provide quality products and services for every customer, every time

Strategies:

  • Offer quality and customised choices to our customers that are tailored to their needs and desires
  • Expand the ways in which our customer can deliver feedback on our products and their needs
  • Expand our product development and marketing resources

Principle #4 – Provide innovative and efficient processes, continually striving for improvement in all that we do

Strategies:

  • Constantly monitor the external website to ensure the most recent information is available
  • Regularly monitor the GSE Intranet to ensure staff have access to the most current and accurate information
  • Review our front and back-of-house processes and procedures to ensure they are built with the customer at the forefront
  • Identify inefficiencies in our processes and procedures and eliminate waste and unnecessary steps where possible

Principle #5 – Proactively engage our customers in developing and delivering customized window, door and shower-screen solutions and seek feedback on our delivery of those services

Strategies:

  • Implement bi-annual focus groups that aim to foster better relationships with our customers and gather feedback on our products and services
  • Consult with our customers about our services and processes during face to face interactions
  • Create action plans based on feedback received
  • Publish a yearly report card against our performance based on customer feedback
  1. Customer Service Improvement Model

The Customer Service Improvement Model is a system that will provide GSE with a process to create sustainable improvement in our service delivery. It aligns with our strategic objectives and is based on the Plan – Do – Check – Act model of continuous improvement.

This model will be implemented at the customer facing and organizational level following customer satisfaction reports, ad-hoc feedback, performance results and through the use of the mystery shopper process. It aligns with our values, vision and service principles.

Global Star Enterprises is a fictional company created for educational and training purposes only. This document may not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2016

Customer Service Strategy V:1.0 April 2016Page 1 of 6