Transcript Presentation

Jan McAdam
Nikolina Kilibarda
Swinburne 2015 Vision
 Entrepreneurial in their work
 International in their outlook
 Intersectoral in their approach
International Customer Service
Standard Accreditation
Service
Operational
13 attributes
4 attributes
Financial
Learning & Growth
5 attributes
7 attributes
Service Perspective
The enterprise has a Customer Service Charter
that it shares with and communicates to its
customers.
Typically this may contain reference to:
Relationship, Accessibility, Privacy,
Responsiveness, Compensation and Complaint
Handling.
Interpretation
Sufficient information is readily available about how
the organisation will work with customers and what
they can expect.
Student Operations
Customer Service Charter
This charter explains the standard of service you can expect from Student Operations staff and what
to do if you want to provide feedback on the service you have received.
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We will be helpful and responsive. Queries and messages (eg: phone, email) will be acknowledged within 24 hours
(one working day).
We will communicate with you clearly and simply, and provide you with accurate and reliable information and services.
We will share information with you in an open and transparent manner and will work with you and each other
collaboratively to ensure the best solution is reached.
We aim to take ownership and resolve your query at first contact. If unable to directly assist you, we will ensure the
query is followed up and appropriately resolved.
We will let you know who is responsible for resolving your issue. Customer complaints will be resolved within five
working days and we will provide you with progress reports if the matter takes longer to resolve.
We treat customer feedback with utmost importance and will acknowledge it.
We will show courtesy and make every effort to meet your needs.
We will keep your personal information safe and secure.
We will ensure our environment is clean, safe and accommodating and consider the impact of our services on the
environment by using environmentally friendly products where possible.
Customer Feedback
We are committed to improving our service to you and encourage your feedback. Customers can
provide a written compliment, comment or complaint on the Student Operations feedback form which
is located at: swinburne.edu.au/studentoperations/feedback
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Matrix
Outcomes
 Documented Self Assessment
 Development of initiatives
 Key Performance Indicators
 Teamwork & Collaboration
 Greater awareness & focus on customer
 Embedded Customer Service culture
 Staff Climate Surveys
Future Directions
Four key areas in the Service
Improvement Strategy:
 Professional Development
 Feedback
 Staff Recognition
 Relationships
Feedback Loop
Definitions
Complaint
 Expression of dissatisfaction with any aspect of agreed or
advertised services provided by Student Operations.
 Failure to provide a service to the agreed or advertised standard.
 Dissatisfaction in answering a query or responding to a request for
a service.
Compliment
 An expression of praise or admiration - thanking for a job well done.
Comment
 A remark, an observation or a criticism that pertains to areas
outside Student Operations agreed or advertised standards and
cannot be rectified by Student Operations.
Features
 Online logging
 Feedback tracking
 Email alerts
 Key Performance Indicators
 Monthly reporting
Integrated communication
strategies
Key Objectives:
 Timelines/relevance of information
 Proactive approach
 Two-way dialogue
Follow us on Twitter
Become a friend on Facebook
Student News and Events
Got a Question? Ask George
Future Directions
Best practice
service delivery
PDR