Customer Service Memo

First Direct Memo

To: ALL STAFF
From: ZOUBER KHAN
CC: MR COAKLEY
Date: 09/11/2009
Re: Customer Service

WHAT IS CUSTOMER SERVICE?
“Customer service is the service provided to customers before, during and after purchasing
and using goods and services.” Customer service is a service provide tow customers which first direct take grate provide in

WHAT IS FIRST DIRECT’S MISSION STATEMENT? IS IT LINKED TO DELIVERING GOOD CUSTOMER SERVICE?
“first direct’s mission statement is ‘pioneering amazing service’. This means that customer service is used to set the direction for the business. In other words, customers come first. This is not an empty slogan. Market research shows that, in terms of customer satisfaction, first direct is the UK’s number one bank. It confirms that the bank has a reputation for quality customer service. This has also been demonstrated by comparative studies. The bank was the leading performer in the Top 50 Call Centres for Customer Service benchmarking programme and it came top in the Finance Sector in the Institute of Customer Services (ICS)” Satisfaction Awards. This is a very clear mission station and it show how focused they are no customer service

WHAT ARE THE 4 MAIN ELEMENTS OF GOOD CUSTOMER SERVICE AT FIRST DIRECT?
“To maintain these standards first direct identifies what customers expect from banks in terms
of customer service provision. It then builds these customer expectations into the services it
provides. For example, this involves:
• ensuring first direct colleagues are courteous and informed – that they know about the
bank’s products and services
• dealing with any complaints promptly and fairly
• following up sales
• offering informed guidance on any products that are available (subject to financial
regulations).” As you can see first direct take pride in delivering good customer service