Customer Service

First Direct
Memo
To: ALL STAFF
From: Andre’ Stone
CC: Mr. Georg Coakley
Date: 09/11/2009
Re: Customer Service

What is customer service?

Customer service is a set of activities designed to enhance the level of customer satisfaction, making them feel that a product or service has met the customer expectation. Customer service can be provided by a person, or by other means called self-service. An example of self service is Internet sites. The experience a customer has of a product also affects the total service experience, but this is more of a product direct feature than what is included in the definition of customer service.


What is Direct’s Mission Statement? Is it linked to delivering good customer service?

First direct’s mission statement is ‘pioneering amazing service’. This statement is very much linked directly to customer service. First Direct Bank has a reputation for quality customer service. Research shows that customers get a great service from the First Direct Banking Company. This makes this bank the number one banking business in the UK. Respect is a top priority in customer service.

What are the four main elements of good customer service at First Direct?

Every business has standard that they work by to become a great service provider to its customers. First Direct trains there employees to be courteous and respectful and they make sure that they are equipped with the knowledge of banking products and services. They deal with complaints promptly and quickly in a professional manner. They check and follow up sales