Customer Service Memo

First Direct
Memo

To: All Staff
From: Igor Matejski
CC: Georg 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”. Good customer service give a lot of pure experience that employer is expecting but bad customer service involves complaints and bad look for the company. If the customer service is a perfectly organised, then it’s definitely going to lead to long term relationships. However, bad customer service is not providing a service that meets their needs.

What Is First Direct’s Mission Statement? Is It Linked To Delivering Good Customer Service?

First Direct Mission Statement is “pioneering amazing service”. It means that the customer service is mostly used to set the direction for their business. To give the best shots of the business First Direct has to know what its customer want and what they might be expecting in the future. They have been setting up monitor’s service standards to achieve the full attention and satisfaction of its customers.

What Are The Four Main Elements Of Good Customer Service At First Direct?

To maintain these standards the bank First Direct identifies and includes an explanations to what customers are expecting. After that it’s very simple and easy for First Direct to turn these customer expectations into the services the bank provides. For example:
• “Ensuring First Direct colleagues are courteous and informed – that they know about the bank’s products and services”
• “Dealing with any complaints promptly quickly and fairly”
• “Following up sales”
• “Offering informed guidance on any products that are available”