CUSTOMER SERVICE TEAM - B2C

This category is open to any customer service team delivering business to consumer customer service.

The judges will be looking for:

• A demonstrable commitment to the highest standards of customer service throughout the organisation
   
• Personal examples and evidence of direct customer dealings linked directly the organisations overall customer care policy
   
• Evidence of strong team communication including shared problem solving and team innovation
   
• Financial growth through best practice in customer service

Sample Questions:

1. Describe the team’s responsibility with particular relevance to customer service. Please include a description of the business in which the team operates and the number of people in the team.
    
2. Please outline your company’s customer care policy and show at what point your team fits into the strategy. Please include how customer service is measured in your organisation.
    
3. How does the team benchmark their service levels both against organisations working in your sector and on a wider basis?
    
4. What has the team, or individual member(s), done that could be considered innovative, creative or simply new to the organisation that has made a significant difference? What prompted this and describe the results?
    
5. What methods of communications are used between team members? How effective are the internal communications?
    
6. What training, on an individual or team basis, has been carried out, how important is this activity and how are the personal developments of team members provided for?
    
7. What three main personal qualities are important to be successful in your team?
    
8. What steps do you take when introducing new members as part of the team?
    
9. Please outline a summary of success (either in the last 12 months or the last company year). Please include financial results along with reasons for the success (i.e. strategies, planning, records, results, and a note of any target expectation, etc).