4.++Customer+Service

= Customer Service ideas, issues and problems =

Thursday, 12 May 201 **For this week: finalisation of whole school survey, individual surveys (and how results will be ensured). Kabir, could you allocate those who will conduct the survey to classes/departments? Do we need cup holders for teachers! Please write on finance wall if need be!**

1. Identify how you could take orders from teachers · Department Based? We are thinking of making the service department based so that each staff room can fill out orders for coffee for the next morning. Someone will then deliver these the next day, using multiple cup holders ﻿W · Do we offer order in bulk rates? Please also discuss this issue with Mr. Chu Jacky agreed that we should probably offer some sort of reward for purchasing multiple cups, but we were thinking of perhaps using a loyalties system in which after a customer purchases, say, 5/10 cups, they can be entitled to one free cup of coffee or hot chocolate. · Does the Group need to by multiple cup holders? Yeah it would be easier to have those when delivering to the staff departments. 2. Start to work on a survey to judge customer satisfaction · This will need to take into consideration other departments and their necessary wants. Ask other Executives their aims and develop a survey which fulfills all these wants 3. Identify a policy of how customer dissatisfaction will be resolved · Should a survey be taken? Should an individual be dedicated to do so? One person a day can be dedicated to take such a survey, but if that is not feasible we can easily leave a pile of surveys that dissatisfied customers can feel free to fill out. · Should we create a tip jar? Yes!! At the end of each day, someone can collect all the money including that from tips. 4. Work out who will be responsible for collecting the float, counting the cash, reporting to finance and returning the money to BGS accounts office · Does this need to be rostered? If so, please inform Mr. Weerasooriya We will have a roster for this and I'll let him know. · All of these records need to be given to the CEO

·  ShoShould Executive, CEO or member of your team be member of the liaison officer with the BGS accounts office and/or count the cash. Should this be done by multiple people as a safeguard against inaccuracy? We were thinking of sending one member of our team or the finance team at the end of each day to count the cash. If necessary, we can send another person along as to ensure accuracy, unless someone else particularly wishes to re-count the money at the end of every day.

The idea of bulk delivery to teachers would be good-but need to set a plan and how to organise it-e.g. forms, notes, walking around and ask. We will send around a formto each department each lunchtime as to collect orders for coffee, and the next morning someone can send the cups up to their respective staffrooms. We think a roster would be useful in organising people to help with this. **Please write names guys! And please write your ideas down about how to organise this!**