Customer service

Customer service is identified as a strategic objective for your organisation. You need to adopt a strategic approach to employer involvement, making sure that steps to involve employers are recognised as an important element in your business plan and culture.

Throughout your organisation there is a commitment to employers which is based on the recognition that they are priority customers, and that good and consistent customer care is needed across the whole organisation to ensure that employers receive their full entitlement.

You have an Employers’ Charter which clearly articulates delivery standards and identifies to your customers the business friendly, responsive, customer-focused culture that they can expect when working with you. All staff are trained in not only the standards and their requirements, but also more generally in customer care for business clients and are monitored for their actions.

Service level agreements are set up both internally for working across different areas of your organisation and externally for working with employers. Employer service level agreements are differentiated and responsive to the needs of each individual company, so that you can work together to a mutually agreed contract, giving learners a greater chance of success.

Materials

Checklist (Showing 1 of 1 available)

Customer journey mapping (101 KB)Downloadable file
An overview of a customer journey mapping process with ideas on how to identify hots spots, looking at the customers perspective and ways of improving each step of the journey for the customer.

Flowchart (Showing 1 of 1 available)

Customer journey mapping (101 KB)Downloadable file
An overview of a customer journey mapping process with ideas on how to identify hots spots, looking at the customers perspective and ways of improving each step of the journey for the customer.

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