1.2 - SPTF



CUSTOMER SERVICE POLICY JULY 2010CONTENTS PageINTRODUCTION 3 POLICY APPLICATION 5 CUSTOMER SERVICE MISSION 6SERVICE QUALITY STANDARDS 6 TELEPHONE HANDLING SKILLS 11CUSTOMER COMPLAINTS 11PERSONAL GROOMING 14TEAM CARE 15FOREWORDOpportunity Uganda’s mission is “To be the Leading provider of financial services, empowering the transformation of the economically active people.” At Opportunity Uganda Limited we strive to provide outstanding customer service. Professional and knowledgeable staffs are empowered to serve all customers in a friendly manner with courtesy and respect. This policy is aimed at providing staff with knowledge and skills necessary to provide a differentiated service to both existing and potential customers. With the current competitive environment in the Financial Sector of our economy, we can only stay ahead of competition only if we can delight our customers with quality service at all times. Introduction This policy is designed to develop an organizational culture focused on meeting the needs and expectations of the customer and continuously improving services for the customer.1.2 OverviewOpportunity Uganda Limited (OUL) aims at providing high quality and efficient service to its customers. This policy framework has been designed to provide a comprehensive benchmark against, which the current service delivery will be assessed and form buildings block for improving the delivery of service to customers. The customer-care policy will help Opportunity to continuously improve service by setting corporate standards for all staff while setting a baseline of standards, which can be used in the future. The service standards will help Opportunity Uganda to benchmark the efficiency of services provided to customers and help develop consistent levels of customer service throughout the organization. 1.3Policy statementWe pledge that:We will behave in a Christ-like manner towards our customersWe will treat customers with dignity, fairness, and respect, free from discriminationWe will make every possible effort to provide responsive and affordable financial products and transformational services to customersWe will show the pricing of our products clearly to customers including all fees and chargesWe will not knowingly overburden you with debt or other servicesWhile debt collection practices must include energetic pursuit of defaulters, we will treat defaulting clients with dignityWe will make clear the manner in which our products and services work, our commitments, and the contractual obligations and responsibilitiesShould a problem arise, our goal is to resolve the matter through prompt and fair reconciliation with customersWe will do what we say we will doWe will continue to resource, equip and support you toward transformational life changeWe will listen to customers and take their views, wishes and needs seriously We will make sure that our employees are trained to give customers the help and advice that customers need 1.4Policy Objective:To listen, understand and respond often in unique and creative ways to the evolving needs and constantly shifting expectations of our customersTo clearly communicate our superior service vision to employees at every level, and ensure that service quality is personally and positively important to everyone in the organizationTo establish concrete standards of service quality and regularly measure ourselves against those standards To ensure that right people are hired, trained extensively so they have the knowledge and skills to achieve the service standardsTo ensure that staff who go one step beyond the expected actions for customer service are recognized and rewarded as individuals or as a group 1.5 PrinciplesEach staff member is accountable for the quality of customer service delivered through their own work or the quality of output of any project or work team(s) of which they are a memberDirectors, head of departments, branch managers, Supervisors are responsible for developing a customer focused work ethic in their teams and empowering staff to undertake more customer focused decision makingManagement will provide staff with the appropriate tools, information and training to provide quality customer service1.6Our ValuesOur values are those shared assumptions and beliefs, which really influence our behavior. They are the ‘cultural glue’ of our organization as well as our beliefs. We live them and exhibit them in all that we do.They are our driving force to achieving excellent service standards. Our values are;Lordship of Jesus ChristIntegrityRespectCommitmentStewardship1.7Our ProductsAs Opportunity Uganda we shall offer products and services that are suitable and clear to our customers. All staff have to familiarize themselves with the product pack in order to sell the Institution products effectively and hence serve our customers better.2.0POLICY APPLICATIONThis policy documented will apply to all members of staff. 2.1Policy DistributionThe policy will be distributed to all Branch Operations Managers, Customer Services Supervisors, Branch Relationship Managers, Mobile Bank Supervisors and Sate light branch Supervisors, whose input will be regularly sought and the manual updated to remain consistent with Opportunity Uganda business2.2Implementation and MonitoringEvery member of staff must comply with the policy as described and documented. Branch Operations Managers, Customer Service Supervisors, Branch Relationship Managers, Sate light Branch Supervisors, Mobile bank Van supervisors and Heads of Departments are responsible for the implementation and monitoring of the policy in their respective areas of responsibility. They must discuss it with staff and ensure that the policy is available to them for reference when required.3.0CUSTOMER SERVICE MISSIONTo attract, retain and delight customers, empowering their holistic transformation.4.00SERVICE QUALITY STANDARDS4.10Welcoming Branch EnvironmentThe Branch management is responsible for ensuring the branch both externally and internally, is kept clean and in good order with strong visible branding.It is the responsibility of the Customer Services Managers and Sate light branch Supervisors to ensure that the banking hall is well arranged, neat and organized both before and during business hours.4.11General Cleanliness and NeatnessClean floor with no litter (enough waste paper baskets)Blinds (if any) should be clean and neatly drawn Clean windows and doors Furniture and plants neatly arranged and dust free.Decent and professional dressing by staff members4.12Customer area The customer area/ banking halls should always have:Neat and tidy writing counters Well stocked brochure and stationary stands Working pens, enough carbon papers (where necessary)Neatly organized queuing system with clear directional signageHangings (Presidential portrait, Trading license, products list, Adverts etc) which are displayed are visible to customers.Directions Clean and paper-free floorsClean desks and Counters4.13Office AreaObserve a “Clear desk policy”, only keep the necessary paper for doing the transaction, keep the rest out of sightNo eating or drinking in areas visible to customersCustomers should be given priority over paperworkName badges are to be worn at ALL times for easy identification.4.14Promotional MaterialsThemed promotional campaigns should be well planned and positioned with a consistent look in all branches.Framed posters of current promotions should be well placed in each branch.4.15Customer Reception Before doors open for business at 8:30am/9.00am, staff should be ready, organized and prepared to focus on the customer.Customers should be greeted with a smile to communicate willingness to help, speak courteously, clearly and in a friendly manner with an appropriate level of energy.Eye contact should be maintained and the customer given 100% attention at all times The customer’s name should be used at least twice during the conversation, if known, if not known courteously ask themAn open posture should be displayed and a positive, receptive attitude maintained.For non-transactional processes, ask if there is anything else you can do to helpCustomer should be thanked after every transaction and wished a good day.4.16 Queue Management Customers should spend the shortest time possible in the Institution’s premises in order to be served. Recommended turnaround time: Maximum off peak-5 minutes and Peak-10 minutes.All counters should be manned during peak periods.Annual leave should be planned so as not to coincide with peak periods of the month/ year. Peak periods include may include but not limited to; school fees days, end of month and Christmas seasons. Customer Service Supervisors should monitor the queues by identifying customers who can be served at different service points. E.g. Cheque deposits can be received at another location, those queuing in the wrong places can be directed etc.If there is a need to keep the customer waiting, the customer should be informed as to why they are waiting and for how long they will have to wait. A customer should never be left to wait in suspense.4.17 Customer InvolvementAs much as possible customers should be allowed to take part in decision-making. This will strengthen our relationship with customers and increase customer loyaltyThe Customer should always be given 100% attention when being spoken toAsk questions to cross-check your understanding Customers should be educated by giving them as much information as possible and that which is relevant to their situationRealistic expectations should be set by explaining to the customer what can and cannot be done. Agree the appropriate action to be taken and explain any limitations to the customer’s request. The expected date for results should be communicated to the customer.Confirm customer satisfaction and conclude by thanking her/him, extend an invitation to call again and wish her/him a nice day.Note: Ensure to follow up on any agreed action and call the customer to give him feedback without waiting for him/her to call you first. If with genuine reason results are not received within the specified time, call the customer, explain why it was not possible to deliver as expected and apologize for the delay. This courtesy and personalized service will go a long way in achieving customer trust and loyalty. 4.18 Get it Right the First TimeAll staff should be knowledgeable about business products and requirementsBefore the customer leaves the branch, the staff member must ensure that all instructions are clearly signed and checked against all requirements. Confirm understanding by repeating instructions to the customer If in doubt, always ask your supervisor/Manager.4.19 Know your CustomerTake keen interest in the customer by finding out more about them e.g. Who they are, what business they are engaged in, who their customers are, their family etc. (Do not pressure them if they are not willing to reveal this information) This information can provide sales leads for more business It will help us discover and anticipate customer’s needs so as to fulfill them. It will also enhance positive identificationKnowing your customer also will help to curb frauds4.20Communication4.21Verbal/ Oral communicationThis is the most common form of communication, which involves speaking and listening to people face-to-face or via the telephone. Therefore when speaking to both internal and external customers, we should endeavor to be:CourteousPoliteCivilRespectful 4.22Non- Verbal Communication (Body Language)Non-verbal communication includes facial expressions, tone of voice, eye contact, expressive movements, gestures, postures etc. Non-verbal communication is more important in understanding human behavior and is more powerful than verbal communication.Being aware of our own body language enables us to ensure that we are sending out appropriate signals in a particular situation. Therefore staff;Should sit upright, lean slightly forward to indicate your undivided attention to what the person is sayingShould maintain eye contact, well aware of your body languageShould listen carefully for what has not been said, the hidden meaning. This will make you understand the situation more clearly.4.23Written CommunicationLetters create a favorable or unfavorable image of the Institution on a customer’s mind. Therefore letters should be well presented, clear and concise and contain accurate information. The language used should be appropriate and polite in tone. When writing to customers, we should: Respond within 48 hours Make a draft before respondingThank customer for writing, if we are replyingBear in mind who you are writing toRefer directly to the subject of inquiry or concernBe brief and to the pointUse simple positive language, not technical terms or jargonCheck spelling and grammar and end by conveying personal responsibility if it was a complaint. TELEPHONE HANDLING SKILLSTelephone skills are a powerful tool in conducting business. The person on the other end of the line can easily tell your attitude by your tone of voice. Customers can tell when you are smiling or in a bad mood, therefore SMILE as you speak on the phone.Pick phone within 3 ringsUse clear language and ask logical questions.5.1At the switchboardGreet, identify the company, your name and offer assistance.E.g.” Good morning, Opportunity Uganda, Justine speaking how may I help you? May I please know who is calling? Please hold the line while I connect you….”5.2 In the Department E.g. “Good morning, Finance, Linda speaking, how may I help”5.3On MobileE.g. “Good morning, Linda speaking, how may I help”Assist, if unable, always inform the caller you are going to redirect his call and to whom.Thank the caller and inform him/her they are free to call again.Always wait for the other person to pick up the phone; inform him/her who the customer is and the subject of his call before you hang up the phone.6.0 CUSTOMER COMPLAINTSCustomer complaints are a symptom of problems in the branch / department and are therefore an opportunity to improve. They should therefore be received with a positive attitude. Reasons for customer complaintsLack of knowledge and skills by staff to handle the complaintsPoor systems and proceduresCustomer lack of knowledge about Opportunity Uganda procedures, products and policies.6.1Handling customer complaintsFace-to face interactionsAlways acknowledge the problem, do not justify it. Customers are not interested in your problems; just want to know what you are going to do about their problem.Show concern (empathize) and apologize, do not make excusesDo not pass customers from one person to another when they have a complaint. However If you fail to resolve a problem, then let the customer know who you are passing them to and why and explain to the person the customer’s problem.Do not take it personally, point fingers or match wits with the customer Give immediate solution or promise action by a specific date. Do not make unrealistic promises you cannot keep! Endeavor to promise what you can deliver.Keep record of the complaint and ensure it is followed up to a conclusive end and the customer contacted upon completion.For telephone complaints: If a customer calls in to complain, give the customer a chance to air their grievances rather than talking over them. 6.2 Handling written and verbal ComplaintsThe following procedures will apply for written and verbal complaints: Customers Service Officers (CSO)/ Customer Service Supervisors (CSS) (in branches where they are one and the same) will register complaints in register/ database The CSOs/CSS shall then refer them to concerned departments for resolutionsCSS and BOMs (in branches where the CSO and CSS is the same person) will make daily checks CSS/BOM will investigate any complaints not resolved by end of week and to call up the customers with resolutions On a weekly basis the CSS/BOMs shall make reports on complaintsAt the end of month CSS/ BOM will make reports by categorizing complaints into the 5 PsPeopleProduct (Service)ProcessPricingPolicy6.3 Success factors in handling Customer Complaints:Attitude- A positive attitude helps in handling the problem successfullyAcknowledgement- Listen carefully, ask open-ended questions, check your understanding, and acknowledge there is cause for complaint, show empathyAgreement-Discuss possible solutions, offer options, reach an agreed satisfactory mutual solutionAction-Keep the customer informed at all times, implement what was agreed. Call the customer to confirm that the problem has been satisfactorily solved.Note: Always ensure that the customer’s complaint has received proper attention, whether an immediate solution has been found or not. Customers will tend to be more forgiving if you are truthful with them.6.4Handling difficult customersInstinctive reactions when confronted by an angry customer are being aggressive or submissive, both of which should be avoided while dealing with difficult customers. In order to ease the tension and turn these into win-win situations, the following techniques should be used: -Give immediate attention to the customer and show a willing attitude to help Do not try to handle an angry customer in front of other people; move him/her to a quiet place (e.g. Branch Operations Manager’s office) and let him cool off before you discuss his problem.Acknowledge the problem, empathize with the customer and apologize to the customer for the inconvenience causedNever get into a heated argument with a customer. Never lose your temper and try to match wits with them, stay professionalConcentrate on getting a resolution rather than placing blame or fault finding If the situation is getting out of hand even after trying to cool the customer down, call a manager to assist with the situationNote: Remember; ‘A difficult customer is a resource’. Dissatisfied customers “tell it like it is” which helps you know information that may otherwise stay private.7.0 Personal groomingThe banking profession is a highly respected discipline. Bankers should always be dressed smartly, neatly (in uniforms where provided) and professionally. 7.1Ladies dressing Smart neat dresses, shirts, skirts or matching trouser suits No jeans or casual dressing during office hours Well polished dark colored shoesHair must be neatly arranged or trimmed, no fancy stylesNails well groomedModerate make upNo chunky jewelryJackets and not shawls should be wornName tags must be worn and well displayed at ALL timesOn dress down day, casual, decent and smart attires should be worn, jeans are NOT allowed 7.2 Gents dressingDark or light colored or quiet striped shirtsTies (not too loud)No jeans and casual dressing during office hoursNo open collar shirts (except on dress down day) Keep hair neat and shortPreferably dark trousers, matching socks and polished dark shoesClean shaven or trimmed moustache and beardsName tags must be worn and displayed at ALL times On dress down day, casual, decent and smart attires should be worn8.0TEAM CAREThis policy cannot be fully implemented by individual efforts. It is expected that all staff will contribute towards the achievement of our goals. Remember “TEAM CARE” Together Customers Everyone Are the Achieves Reason we More Exist ................
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