West Cheshire College

Giving You the Edge

Programme Objectives

1. Develop awareness of who our customers are and their unique expectations

2. Define best practice in customer service for WCC – for our external and internal customers.

3. Attitude: gain an awareness of how your attitude influences our customers experience

4. Appearance: learn how to present yourself through personal presentation and body language

5. Approach: Develop techniques and approaches to anticipate and respond to customers expectations.

Mystery Shopper Quote

“It took three transfers to get through to the correct department – then the end respondent was hesitant with

their answers”

Mystery Shopper Quote

“I never received the call back I was promised”

“I tried all 3 sites – all rang a few times and then went straight to fax”

What does good customer service mean to you?

Module 1: The West Cheshire College Customer

What should differentiate us as a college?

1. What is special about this college?

2. Why would a student choose this college over any other?

3. Why is it important that the community know and share the experience we have to offer ?

4. How can I contribute to communicating and sharing information with the local community and local industry?

5. How does the community and industry within the area benefit from our College’s existence?

6. How many staff members have sales and marketing responsibilities?

Our Vision: Access to Opportunity

Our Aims:

Be a leader in vocational learning offering a unique, high quality experience to learners

Be a lead partner in expanding the local economy and increasing prosperity, upskilling those who live and work in West Cheshire College and the wider North West region

Have an excellent local reputation and profile with employers and stimulate demand as the best provider of skills advice, skills development and employability

Be the lead partner for 14-19 vocational curriculum in planning local provision

Provide education and training in West Cheshire which supports community capacity and regeneration

Operate as an efficient and effective business and an excellent public service

Our Successes:

A Customer - CentricCulture creates the Pathway for living

out our Values!

WCC Values

Listen to the learner voice Value employer contribution to the development, delivery and

review of learning Foster strong team work in a positive culture within the College

community and positive external working partnership Embrace the highest professional vocational standards Promote a culture where all staff accept responsibility for delivering

high quality services and teaching Value diversity and ensure equality of opportunity in everything we

do Continually learn as an organisation in order to improve Create a community where learners contribute to College life and

the wider society.

Our Customer Service Statements

Making Access a Reality • First; Make A Great Impression!

• Present a Seamless Experience for the Customer;

= Attitude, Appearance, Approach

• Take Responsibility for the Learning Environment

• Foster Open and Collaborative Cross-college Communication

• Focus on Results, Build for the Future

• Take Pride in Turning Aspirations into Reality

West Cheshire College

MINI ORIENTATION

History: Where did we come from? Curriculum Overview: Who are we today? Strategy: Vision for the future?

Who are our customers at West Cheshire College?

1. Are we really in the Customer Service business?

2. Who are our customers?

3. What are their expectations?

Who are your internal customers?

If I were to stop doing my job for two weeks, who would complain?

If my department stopped operating, who would be inconvenienced?

What departments and employees receive or use the work I produce to do their jobs?

Are Internal Customers expectations different?

Should they be?

Internal Customers

The Chain of Service

Everyone supports the person who serves the customer

Managers serve employees

Internal departments have agreed and committed Service Levels for customer interface areas

Service is part of every package the customer receives

If you don’t serve the customer, you serve someone who does

DON’T BREAK THE CHAIN!

Internal Customer Service

4 GOLDEN RULES

1. Begin with your own perspective

2. View interruptions not as nuisances, but as opportunities to serve your internal customers

3. Exceed your internal customers' expectations

4. Say thank you!

COMING SOON – MODULE 2

Objectives: Attitude – gaining an awareness of how your

attitude influences our customers experience. Appearance – Learn how to present yourself

through personal presentation and body language.

Approach – Develop techniques and approaches to anticipate and respond to customers expectations.