Application Process: Customer Service

Transcription

1 Applicatin Prcess: Custmer Service STEP ONE: ORGANIZATIONAL PROFILE The rganizatinal prfile is a snapsht f yur rganizatin used t quickly understand yur business and what yu cnsider imprtant. 1) In tw pages r less, please cver the fllwing pints: In 15 wrds r less, describe the nature f yur rganizatin s business. List yur main prduct r service. Describe yur rganizatinal culture. (This culd include yur visin, purpse, missin, principles and/r values.) List yur majr custmer grups, stakehlders and market segments. List yur majr suppliers and distributrs. Describe yur rganizatin s wrkfrce in terms f jb titles and reprting relatinships. 2) Include an rganizatinal chart STEP TWO: CATEGORIES 1) Submit yur answers t each f seven categries with n mre than ne (1) typewritten page fr each categry. Categry 1: Visin and Missin Categry 2: Custmer Service Plan Categry 3: Custmer and Market Assessment Categry 4: Custmer Service Measures Categry 5: Emplyee Educatin and Mtivatin Categry 6: Custmer Service Prcess Categry 7: Results and Cntinuus Imprvement 2) Please prvide representative data that shws the features f yur custmer service system (i.e., charts, reprts, prcesses). Supprting data shuld prvide evidence that yur custmer service system is mature, as well as hw custmer measures are tracked. The applicatin in its entirety shuld nt exceed 50 pages single-sided. This includes 10 pages fr yur rganizatinal prfile and answers t all seven categries, and 40 pages f supprting dcumentatin. Please place sequential page numbers in the fter f supprting dcumentatin. Supprting dcuments and data enables Evaluatrs t analyze yur custmer service system t determine questins fr a ptential site visit. STEP THREE: OFFICIAL ENTRY FORM Cmplete the fficial entry frm in its entirety. Please return fficial entry frm, media release and applicatin packet t the BBB f Suthern Clrad by May 15, 2017 by 5:00 pm MST.

2 Applicatin: Checklist Please make sure that the fllwing items have been included in yur applicatin packet: Entry fee in the frm f a check, mney rder r credit card Checks may be made ut t: BBB f SC Fundatin Applicatin fees are nt cnsidered tax deductible Organizatinal prfile and rganizatinal chart Respnses t the seven categries Supprting dcumentatin in appendix High-reslutin electrnic cpy f yur cmpany lg T be prvided in jpeg r eps frmat Please submit via disc r thumb drive Signed media release frm High-reslutin clr pht f CEO, President r Owner Please submit via disc r thumb drive Applicatin Eligibility Requirements Businesses must be lcated in ne f the cunties cvered by BBB f Suthern Clrad. Businesses ARE REQUIRED t be BBB Accredited. Please submit Applicatins by May 15, 2017 by 5:00 pm MST t: BBB Excellence in Custmer Service Award c/ Gina Sacripanti GinaS@bbbsc.rg 25 Nrth Wahsatch Avenue Clrad Springs, CO 80903

3 Applicatin: Categries Categry 1: VISION & MISSION What is yur visin and missin? Hw are they develped? Hw des leadership determine and cmmunicate the relatinship f custmer service t yur visin and missin? Categry 2: CUSTOMER SERVICE PLAN What are yur key prducts and services? Hw des yur rganizatin utilize custmer and market infrmatin t develp the custmer service plan in rder t incrprate new prducts and services? Categry 3: CUSTOMER & MARKET ASSESSMENT Please describe hw yur rganizatin determines the effectiveness f yur custmer and market segmentatin. Hw d yu mdify yur custmer service based n this infrmatin? Hw are yur custmer service prcesses and prcedures mdified based n custmer requirements and expectatins? Categry 4: CUSTOMER SERVICE MEASURES What are yur key perfrmance measures fr custmer service? Hw is yur data gathered, tracked and analyzed? (please prvide examples) What techniques/methds are used t share internal and external custmer the satisfactin and/r dissatisfactin infrmatin within yur rganizatin? Hw des the rganizatin use the key perfrmance measures, including data trends, t guide emplyees t make custmer service decisins? Please prvide examples.

4 Applicatin: Categries Cntinued Categry 5: EMPLOYEE EDUCATION & MOTIVATION Please explain yur prcess fr custmer service training. What supprt systems and/r prgrams bth within and utside the rganizatin are in place fr emplyees t enhance their custmer service skills? Hw has the training impacted the quality f yur custmer service? Please prvide examples. Hw d yu incrprate custmer service results in emplyee perfrmance assessments? Categry 6: CUSTOMER SERVICE PROCESSES Please describe yur current custmer service prcesses. Hw d yu define, build, and manage yur custmer relatinships? Hw d yu reslve individual custmer cmplaints? Hw d yu prevent a future ccurrence? Categry 7: RESULTS AND CONTINUOUS IMPROVEMENT Hw d yu analyze and use yur custmer service measurements frm categry fur t imprve yur custmer service? Please shw results. D yu research and use best practices fr custmer service in yur field? If s, hw d yu track and analyze this infrmatin and what are yur results? Please prvide examples. Please prvide a brief utline f yur actin plans fr imprving custmer service, based n results prvided in the previus sectins. Please ensure that supprting dcumentatin is included in the apprpriate sectin. Additinal results and dcumentatin may be included here.

5 Applicatin: Custmer Service President/CEO/Owner: Title: Cmpany/Organizatin: Address: Phne: Fax: Website: Years in Business: Type f Business: Number f Emplyees: Number f Branches: Fr Prfit r Nn-Prfit: Applicatin Fee: Frm the applicatin fee, cmpanies will receive access t evaluatr feedback reprts, 2 tickets t the annual award dinner and recgnitin fr their cmmitment t custmer service. Applicants deemed t have a mature custmer service prcess will be cnsidered fr the award. Categry Fr Prfit Cmpany Accredited Business Nn-Prfit Cmpany Accredited Business Small 1-20 $300 $275 Midsize $400 $350 Large 100+ $500 $400 Statement f understanding: We understand this applicatin will be reviewed by a team f evaluatrs. Shuld ur cmpany be selected fr a site visit, we agree t welcme the site team and facilitate an pen examinatin. We als understand this award recgnizes quality prcess and is nt t be viewed as an endrsement r certificatin f any prduct r service, nr as an endrsement by the Better Business Bureau f Suthern Clrad. Frmer award recipients are eligible t receive the award if all criteria are met. All submissins are cnfidential and will be reviewed by an independent team f evaluatrs wh sign a cnfidentiality agreement. The evaluatrs will adhere t an established cde f ethics addressing evaluatr perfrmance and cnflict f interest issues. Signature f authrized cmpany representative: Date Applicatins due May 15, 2017 by 5:00 p.m. MST.

6 BETTER BUSINESS BUREAU Media Disclsure and Cnsent Frm I hereby vluntarily and irrevcably grant t the Better Business Bureau (BBB) system (including all BBBs in Nrth America, the Cuncil f Better Business Bureaus, Inc., and the Canadian Cuncil f Better Business Bureaus, Inc.) permissin t include me in audi, live r recrded interviews, take vide and phtgraphs f me and t reprduce, use and publish my image, with r withut my name, title and name f business in perpetuity fr all purpses in all frms and media thrughut the wrld. I understand that I will nt inspect r apprve versins f my image used fr publicatin r the written cpy that may be used in cnnectin with my image. I als release the BBB system frm any and all claims that arise frm the reprductin, use and publicatin f my image, audi files r vide files. Name: Title: Signature: Business Name: Address: Phne Number(s): (wrk) (cell) Date: Better Business Bureau f Suthern Clrad Fr mre infrmatin, call