Customer service in Halifax Essay Example for Free

Customer table emolument in Halifax EssayCustomer goCustomer service is any part of the service that clients develop from the round of the transmission line. It is as well as a way in which the organisation deals with its guests.Businesses need their nodes to misdirect their products or uptake their run in order to survive and arrange a profit. The way that they treat their customers is thitherfore very solely- big(prenominal). Many line of assurancees brace a insurance of customer service, which involves putting the customer first in all(prenominal) situations. Customer service involves* reservation sure the product range is available to the customer* Making sure the product is safe and reliable* Providing cultivation nearly products and being able to arrive at advice* Making sure the product range atomic come place of the closetlet 50 be delivered if necessary* Providing trust facilities where appropriate* Providing after sales service guaranteesIt sho uld be the aim of every business to provide the highest level of customer service. There atomic number 18 laws, which provide protection to customers buying products. Businesses should recognise what their obligations argon under these laws.it pulling up stakes athletic supporter them maintain a high level of customer service.Why customer service is important in HalifaxCustomer service is important to Halifax because it conduces in profit (the more than customers the more the profit). The customers provide income to Halifax.Halifax does so much advertising and looses cash but because it provides monetary valuey customer service, the m cardinaly lost is replaced. Customers ar withal a p arntage of commercialise research in hurlationCustomers see to it the survival of the businessBecause of good customer service, Halifax spends less effort dealing with customer distempers. Customers be relined and refrained in Halifax because they are treated well and are do to feel good and safe with their money and properties.Halifaxs image is amenddThis is because everyone knows that it provides good customer service. My friend told me how good Halifax is and I was attracted to go and turn over up an chronicle with them the next day. I also told my boyfriend near it that also went and opened up an account with them.To build customer loyalty alto lounge ab unwrapher Halifaxs customers are loyal to it and they keep on use more of its function. They enjoy them.Increase competitionIt is only natural that where on that point is an attractive market, competitors ordain substantiatek to obtain profitable businesses. The newcomer may slightlytimes even squander an reward due to the fact that he may postulate benefited from the experience of the long established supplier. As the newcomers start from scratch, they corporation use the latest equipment, techniques and strategys and faecal matter select round to fit the image they wish to create . Good customer service also gives Halifax a war-ridden emolument over other vernaculars or building societies.Better in arrive ated customersCustomers know a great deal more some Halifaxs services than they used to, partially because of the competition and partly due to the extensive studies conducted by consumer groups, and Halifax faculty. A great deal of randomness is also available over the Internet. The emphasis put into competitive advertisements also cites customers more aware of the aspects they should examine. Halifax is a very good example where public pressure has forced regulations ensuring completeer disclosure of costs and more existent estimates of benefits.Product similarityFrom the customers point of view, who I interviewed, it is difficult to distinguish numerous of Halifaxs services from those of their competitors. They oftentimes use the equal services realize the same t wonders in a very similar way. As an example, I could look at the ad hominem c omputer industry, where a super number of computers cigaret utilise the same software programs. One of the few ways Halifax puke unlikeiate thereselfs from there competitors is by means the image for customer care that they build up and the genius for customer support that they have earned over time.Rinsing demand for repaird supportWith the choice of supply sources now available to Halifax customers they know that they are in a buyers market and they are therefore demanding potpourri support from the Halifax they have selected. In general it has been shown that with a higher living standard, customers are volition to pay for nock go againstd support. For instance customers in the past may have been provideing to wait for a week or two for a scream to be installed whereas now they remain it to be make in as many days.Life cycle costsAs many products are technically more soficicated, customers have become more dependent on the continuing support from Halifax to keep their services in operation. They are increasingly looking at the life time costs and Halifaxs susceptibility to support their services competently throughout the life of that service. When a customer buys a car for instance, he volition want to know how good the maintenance service is what the costs are likely to be the fuel consumption and the resale value after a plastered number of years.Training the frontlineThis is important because it means good customer service in Halifax in a way that when all round are trained, there will be good communication between the lag hence providing good customer service. Training supporters Halifax maintain good service in different segments. For example technology, promotional, health and safety, money wise. Managers in Halifax identify training ineluctably for internal customers and provide adapted training events. Halifax is aware that well trained internal customer service provides good external customer service.Identification of the situations that require staff to have contact with customersA customer is a person who requires a product in exchange for money or who uses a service.Staff can have contact with customers through so many ways these areBy phoneThis is commonly used when one of them (customer/staff) needs to ask a question and bring in a quick response.because both the staff and customers can non see separately other, it is unable to observe the other persons body language. Though this happens, customers are not left waiting. The member of staff says what he is doing and how long he will be. The customer is always being informed of the treats taken.Music is often played to customers kept waiting in order to give them something to do, i.e. listen to music. The staff lead sure they do everything they can to make the customer feel valued. through lettersThis is used when a permanent record is needed. Eg.where a letter full point showing the Halifax logo adds credibility to the bon ton. Senten ces are always kept short in the letters. The subject is always introduced at the beginning of the letter so that the customers know what the letter is about.Through InternetThis is used when you can not get someone on the phone. The electronic mail is given an effective tittle, which makes the reader want to open it. They are not typed in capitals because the reader may think that the member of staff is shouting.Face to faceThis is done when the customer is on the premises. ordinarily when delivering handsome or good news. Also when a permanent record is not compulsory. Or when documents have to be handed in for opening new accounts.Through faxThis is used when speed is required and the information is not confidential. This applies to letters.Staff always contact customers about* Details about the new extra services introduced* Their bank accounts* Their mortgages* Their ailments* Opening bank accounts* Overdrafts* Foreign exchange acquire transfer* Withdrawal or payment* New service products etcWays in which Halifax meets the needs of its customersHalifax is a successful firm because it identifies who its customers are and what their needs are pronto.Needs of internal customersNeeds of external customersSick payTo make a purchaseHolidaysNeed to obtain information about a productPensionCompany carsTo make a distemperStaffs discountTo maintain ethical standards call oning conditions e.g. Safe environmentSpecials needs like the deaf, blind, old, physically handicapped, or with children.Job securityFoodDecent wages or salary.Christmas presents and bonus/ end year partyStaff facilities e.g. room, gyms, toilets.Training.Training of internal customers in all aspects of their caprioles ensures that external customer needs are catered for, whereas good staff traffic or industrial relations, effective communication and good company policies ensures the satisfaction of internal customer needs.Internal customersThese are members of staff who rely on other mem bers of staff to help them do their gambols properly.In Halifax, internal customers feedback is implicated in performance critical reviews. Halifax is now devising input a formal part of a 360-degree feedback process, in which employees, peers and the handler all evaluate the performance of managers. In addition. Halifax talks to its internal customers during meetings and asks them about their needs and finds out how it can serve them break off.Always giving you extra as long as the employees do it for their customers, theyll do it for the employees. Theyre looking to develop the best motivated and best rewarded squad in the business, so the employees should expect plenty. Training, sales support, personal development, prospect, great incentives you name it, Halifax goes that extra mile to make sure the employees have everything they need for a rewarding career. And that, of course, includes a benefits package they find hard to flap by anyone, anywhere. It covers everythin g theyd expect (good salary, generous spends) and plenty that they wouldnt, such as bonuses and incentives, share schemes, discounted mortgages and plenty more all adding up to a total rewards package to check up on their total commitment.The pursuance are part of Halifaxs human resource policiesPay (plus bonuses)Generous Holiday EntitlementSharesColleague ProductsMoney Purchase PensionLife authorityFlexible WorkingFlexible BenefitsRecognitionOur commitmentSupport when it countsAcademyPay (plus bonuses)Halifax starts by giving employees a highly attractive basic salary. They have bands, but theres a lot of flexibility. So theyll take into account the nature of the role, as well as the employees skills and experience. On top of this, everyone has the chance to earn more by putting in extra. So employees can earn a bonus for individual, team and company performance. Reach or exceed the employees targets for example, and the employees can expect to receive between 10% and 30% of sa lary extra Nice.Generous Holiday EntitlementThe employees receive between 22 and 30 days paid holiday a year, depending on their role and length of service.SharesHalifax group wants employees to share in their success (they like smiling people). They wont go into detail here, but there are various schemes where employees receive either shares or share options. Its hugely popular. Largely because it can be hugely profitable for Halifaxs colleagues.Colleague ProductsHalifax is the UKs number one for nest egg and mortgages, and have plenty of other products too, such as insurance and healthcare. All of which are available to employees at attractive, discounted rates.External customersThese are individuals and business customers who buy or use the goods and services provided by an organisation.With staff who can speak a wider range of languages, Halifax and customer service has betterd. They monitor holiday costs perpetually to give customers a better deal. Plus, they can give custom ers a guaranteed minimum 5% discount on a wide range of brochure-priced holidays and charter flightsHalifax also meets its customers needs by giving eye contact, explaining transferred holler calls to customers and colleagues, being genuine and sincere, knowing about their products or services, knowing about its policies, treating customers as individuals, and minimising queuing times.Home addressFor home saving, orders placed in a fork or over the phone before 2.30pm Monday to Friday are commonly delivered to the customers home address by 12 noon the next bank rifleing day (excluding Saturdays). Orders placed on Saturday or Sunday are usually delivered by 12 noon the following Tuesday. All home deliveries are by Royal Mail Special Delivery. There is a charge of 5 for all home deliveries. Home delivery is not available for orders placed online.Always giving extra to customers with particular needsHalifax group is committed to providing all their customers with excellent servic e, whatever type of family relationship they have with them. They do their out virtually to help all customers with special needs. Their cash machines are generally installed at a lower level to make them easier to reach, and the newer machines have been adapted for the visually impaired to use.Halifax has around 800 branches in the UK, most, of which are open plan to make it easier for customers to find their way around. The majority have a response desk, with seating provided. And their staff are always on hand to discuss specific needs or answer queries.Wheelchair usersGetting in and out of Halifaxs branches is usually easy, with level or ramped access from pavements. And, wherever possible, doors are automatic.Call financial aidAt some branches steps are unavoidable, so a Call Assistance bell system was installed, so that a member of staff can be called.ServicecallSome branches are fitted with the Servicecall system, so that customers with a Servicecall transmitter can disma y staff of their arrival.LiftsWhere branches have split-level banking halls, Halifax provides internal ramps or wheelchair lifts.Low-level counters and counter queuing railsLower level theme surfaces are increasingly being provided at the counter. All branches have counter queuing rails, often with lower level compose surfaces.Other banking optionsTo help make it easier for all their customers to manage their finances at their convenience, they asseverate a number ways to access Halifax as well as via other large network of branches across the countryOnlineCustomers can apply for a Halifax current Account online. Then once it is registered for telephone banking they can do their banking online via Halifaxs website 24 hours a day, seven days a week. Click www.halifax.co.uk for more details.They also scoreer a Share Dealing service online, and applications for other products such as in the flesh(predicate) Loans, Credit Cards and Travel Insurance can be do via the web site.Telep honeHalifax Direct is a 24-hour telephone Current Account service. Customers can use it for everything from checking their balance and ordering a statement to arranging an overdraft. Arrangements can also be made for customers to pay bills and transfer money to other Halifax accounts.All Halifax customers can telephone Halifax direct for other services, for example a Personal Loan or travel money.Customers who are hearing impaired, can contact Halifax Direct using textphone on 0845 732 3436Contact HalifaxThey have undertaken an extensive disability sense programme to help staff overcome the barriers which people who have a disability face. To help them continually improve their services, if you would like to make any comments about their site or the services they offer customers with disabilities, they request the customers to use this form.Philomena Gray, Disability Managerby e-mail JayneOemailprotectedor atHalifax plcTrinity RoadHALIFAX atomic number 74 YorkshireHX1 2RGHow Halifa x deals with customers complaintsOnce Halifax is prepared for any potential bother a customer may have brought to them, their next step is to use the companys complaint system the company has in place for dealing with complaints.Halifax deals with complaints in many different ways. This can be done through1. The telephone2. Face to face3. In writing typical written communications involve providing information on the services provided, prices of mortgages, statements of accounts and safety procedures.Because Halifax actively seeks and encourages complaints, they are able to understand and meet the needs of their customers. If a customer is dissatisfied and is unable to express that dissatisfaction, Halifax will never see that customer return. What is worse, the customer may also persuade potential customers not to backtrack inwardly Halifax too.Customers with bad experiences were twice as likely to tell others about it as those with a positive story to recount.Customer complaints are viewed as opportunities to improve a service offered rather than problems ignored. The causes of the complaints are dealt with the and lessons learnt. Customers devising complaints are seen as contributors to the process of improving customer services rather than awkward individuals who enjoy devising life difficult for staff. By respecting customers and treating them accordingly Halifax is able to monitor and improve the quality of service offered.Many products arise because the law has been broken. There is a large number of laws that try to protect the customers. Halifax tries not to break the laws. The major consumers laws includeThe descriptions snatch 1978, which makes it illegal for Halifax as a business to give misleading descriptions of their services and products.The consumer safety performance 1978, which make sit illegal to sell goods, which may be harmful to customers.The consumer protection manage 1987, which makes it illegal, amongst other things, for a busin ess to read that its prices have been reduced when they have not. It also makes suppliers responsible for any injury that results from defective goods.The consumer assign Act 1974, which requires Halifax to have a specific licence because it offers credit otherwise they will be committing an offensive activity.If the law has been broken, customers can take Halifax to court. This may cause the business money and give it a bad reputation. That is why they make sure that they do not break the law. Halifax also makes it certain that customers are happy with the services they provide.Details of all customers complaints are recorded. This is done so that there is a record of what action was taken in case the customer wishes to take the complaint assuage.Recording the data also allows staff and management to use it for capturing customer details. The nature of complaint and the service involved is recorded and quite often the name and address of the person complaining is recorded.Hali fax has a special service desk for dealing with customer complaints, and also specially trained staff. When customers approach with a complaint Halifax staff make sure they* Listen to them carefully* Reassure them that their complaint is being taken seriously* Decide on an appropriate action* Apologise if the business is responsible* Record the details of the complaint* Record the action takenChecking that customers complaint is validHalifax wont take customers complaint seriously if its something, which is not their fault. For example, if your current account has no overdraft facility but you regularly draw off the account, you cant really complain if Halifax charges you for doing so. If, however, charges on your account push the balance into the red, it should not charge you for being overdrawn. Halifax deals with complaints about something in relation to* Customer expectations not met* Late delivery* Incorrect information* Waiting/queuing times* Attitude of staff* Faulty service products* Statement errorsWhat happens next?If a customer complaint is something Halifax has the power to deal with, they will usually start by seeing if they can help the customer to resolve matters in an informal way. One of their staff (usually called a caseworker) will take a fresh look at the facts and let the customer know how they think the customer could reach the agreement. This approach is often called mediation.If a customer has a problem, Halifax can always helpThey aim to offer customers the best possible service, but there may be occasion when customers feel they have cause for complaint. If so, Halifax will always try to resolve the problem quickly and to your satisfaction. If the customer is unhappy with their response, he/she can take his complaint further through their complaints procedure outlined below. Following Halifaxs complaints procedure does not affect a customers legal rights.1. Where the customer first makes his complaintHalifax aims to resolve customers concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, they will let the customer know within five functional days who will reply.The people a customer first raise the matter with are often able to help, but there may be do when a specialist area needs to be involved. If the customer doesnt know who to contact, they can* Call Customer Relations on 08457 25 35 19* Textphone Customer Relations on 08456 00 17 50 (if you have a hearing impairment)* Write to them at Halifax plcHalifax Customer RelationsTrinity RoadHalifaxHX1 2RGThey will consequently arrange for the right person to look into and respond to the customers concerns.2. Customer RelationsIn the unlikely event that the customer remains unhappy, he /she can ask for his complaint to be referred to a Customer Relations manager for further review. If the customer is still not satisfied he can, at this stage, ask the Financial Ombudsman Service to help, or for service- connect com plaints about Halifax Estate Agencies Limited, the Ombudsman for Estate AgentsThe Halifax supports fully and is a member of both the Ombudsmen Schemes. These are impartial and conduct independent investigations.Ombudsmen addressesFor most complaints about Halifax products and services customers can contact The Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondonE14 9SRPhone 08450 80 18 00email emailprotectedWebsite www.financial-ombudsman.org.ukFor complaints about Halifax Estate Agencies LimitedThe Ombudsman for Estate AgentsBeckett House4 Bridge StreetSALISBURYSP1 2LXPhone 01722 33 33 06email emailprotectedWebsite www.oea.co.ukTypes of customer records Halifax uses market researchThe final method of monitoring customer service satisfaction is through market research. Market research is a formalised method of obtained feedback and information from customers or potential customers about services that are available or soon to be made available. In Halifax, obtaining feedba ck from customers is essential in learning how to improve the service offered. The process helps Halifax to understand* The nature of the service from the point of view of the customer.* What the customers are wanting.* What the customer thinks of the organisation.* What will make the customer feel valued?* What contour of initiatives the customers would appreciate.Halifax is able to show that business decisions are supported by information and evidence gained through research. Therefore through market research, Halifax is able to identify customers opinions about* Interest rates charged.* New and existing services.* After sales service.* The quality of customer care provided by Halifax.Business decisions about these issues can then be made based upon the results of the research.Halifax sends out customer service questioners to 200,000 customers every six months, asking for their opinions on their branch. In addition, mystery shoppers posing as potential customers call back and ph one the branches to ask for advice. Each quarter, every branch in Halifax network receives two visits and two phone calls from the mystery shopper, who then fills in the research form and marks the branch on factors such as courtesy, speed, and phone handling techniques. All the results are included into a customer service index for each Branch. The findings are also published internally or all to see, with awards for those branches with the best achievements.The market research I undertook about Halifax provided some interesting results. I distinct to measure how much customer satisfaction dictated future buying intentions. The research divided the customers into one of three groups* Those with problem that had been resolved* Those with a problem that had been recently dealt with* Those whose experience of the bank had only been positiveAs was predictable, the customers who remained dissatisfied were the ones least likely to buy any more of the building societys services. However, surprisingly, those customers whose problem had been dealt with quickly and efficiently were more likely to use Halifaxs services again in the future than customers who had never experienced a problem. 80% of the customers were happy and 20% were not happy. Among the unhappy customers some of them did not visit the branches often nor use Halifaxs machines. Customers responded positively to open, polite and helpful advice provided by Halifax, even if the outcome was not what the customer was seeking, e.g. applying bank charges.Findings similar to Halifax have emerged from other customer attitude surveys undertaken across a range of businesses. The results of my surveys indicate that by keeping the customers happy, the organisations will retain existing business and will increase future revenue from existing customers.It is essential that a manager act upon any feedback gained through market research. Customers who provide feedback through market research are usually given recognitio n by Halifax. I also found out that when Halifax do their market research through the surveys, they give thanks their customers for their time and effort. This is in the form of a card, letter, or telephone call. A number of methods are used by Halifax to find out what the customer thinks of and wants from the service. These include* Postal questioners.* Personal interviews.* Telephone interviews.* Consumer panels.* Customer feedback forms.Complaints recordsIn Halifax, recording customer complaints and implementing changes to ensure that the customer is not dissatisfied for the same reason again are ways to monitor customer satisfaction. Customers are provided with a system where they feel comfortable about recording a complaint. Only by doing so can Halifax ensure that they are fully meeting the needs of all their customers.When Halifax is dealing with customer complaints, they normally take the customers details. This normally helps them to be able to contact the customer when ne cessary and to know who they are dealing with.Customer SurveysCustomer surveys are used to get inside the customers mind and learn what they are thinking about Halifax. Surveys can determine customer satisfaction, complaints, compliments and questions. Halifax likes to know what their customers are thinking because it helps them improve or tailor their services.Feedback can be a great source of information. Customer surveys can sometimes be a core competency of Halifax.Surveys can be administered online, in person or even via phone. Surveys should be constructed to pull the most valuable data from employees so that Halifax can later use that data for the betterment of the company. nest egg and Debit cardsWhen opening up savings or bank accounts, the staff records your personal details and keep them for further reference. At times this is used to contact customers to participate in surveys, to take advantage of new offers, etc.InternalComplaintsWhen the employees make a complaint, Ha lifax also takes down their comments and again their details.Personnel recordsThe personnel department keeps records of all employees on the payroll. This includes personal information (name, date of birth, address) as well as details of rates of pay, tax, and national insurance number. The records are confidential and should not be accessible to unauthorised personnel. These records are taken during recruitment.RecruitingWhen recruiting, managers take employees details for further reference. This helps them to know how much they deserve to be paid to know their retirement age, etc, which can be utilised by the firm to provide good internal customer service.The customer service provided in Halifax and improvementsIn Halifax, The desire to improve and be the best helps motivate staff by providing them with a challenge. It gives employees the opportunity to suggest ideas, use their initiative and participate in the development of the organisation. Excellent customer service provides a focus for all staff to work towards and results in increased job satisfaction for the employees, as well as increased customer satisfaction. Excellent standards in Halifaxs customer service can only be achieved by having a system that enables them to constantly review and improve the service offered. What is an acceptable standard for a customer right away will not necessarily be an acceptable standard tomorrow. Constant improvement is essential.Because Halifax is an organisation seeking to improve the quality of customer service offered, it confine quality service standards, which are* Clearly explained* Realistic for employees* Easily measuredHaving clearly defined standards and a process to monitor those standards gives employees a goal to work towards.1. Providing informationStaff in Halifax provides customers with information, by letting them know what the business has to offer. The information provided is mostly through leaflets and focuses on*Lost or stolen cards. * Mortg ages * Bank Accounts*Loans * Savings and investments*Insurance * Share dealing.The problem to some members of staff is that they provide wrong information to customers. This happens when they are not sure of the answers to the questions being asked by the customers. Halifax improves this by re-training the staff who have the duty of dealing with customer enquiries. They also provide leaflets containing information of the services they offer.2. Giving adviceCustomers often expect advice about the services they know critical about Halifax. This is likely to happen with mortgages. When people want to open up accounts from Halifax they expect to receive clear instructions and advice on how to use and maintain them. When a business or an individual goes to the bank, they expect that the staff will know a great deal about banking and that sound advice will be given. scarce in some cases it does not happen. This is because the member of staff gives wrong advice about the service provided and sometimes it leads to the customer changing him/her mind about opening up an account with Halifax.For example when I wanted to open up an account with Halifax, I was told to bring both my parents tosss back with me. I was really shocked by that and was wondering why every Bank does not ask for that. Anyway I suddenly gave up because the passports where with the home office. After three months, I called Halifaxs liberty chit office to ask them why I needed my parents passports to open up an account yet I had my own passport. The lady on the phone state that it is not right and I should go back to them and tell them that. I spoke to the manager and she said that it is all right for me to use my own passport since I am seventeen.This is why Halifax should train the members of staff going to give customers advice and ensure that they have good knowledge of the service product and procedures.Halifax gives advice onWhat is the suitable account, loan or action? What is the best mort gage? What is the cheapest way to pay for mortgage? How to use the accounts and cards. How to store and look after the cards.3. Tailoring the service to what the customer wantsHalifaxs staff ensure that customers get what they really want and are satisfied with the services. They know that is what will make them come back again. So staff work out very carefully what customers want and need. They know that customers want to be served quickly and efficiently but sometimes the queue is too long because some tills are not utilised. This really annoys the customers and makes them to leave and maybe pay the money to another account they have in a different bank.Halifax should improve this by letting another member of staff cover for the other if they have gone for their breaks and by making sure that any member of staff who is off sick is covered by using staff who do shift work.4. Providing credit facilitiesHalifax accepts payment in a variety of ways for example cheques, cash, account t ransfers. This makes payment more convenient for customers.In the 1990s, Halifax has been facing a great deal of competition and one way of attracting customers is to offer better credit packages than competitors. demonstrable details of credit terms have therefore become highly variable and now Halifax is trying so hard to provide the best deal. Halifax is required by law to publish the APR and this does allow some basis for comparison. APR (Annual percentage rate of interest). This shows the actual rate of interest that borrowers must pay on reasonable over the full period of the loan. But in some cases, some customers do not receive their interests which cause complaints and this results to the business loosing customers if the others hear about ones complaint. This is normally caused by errors on the computers, which they use to automatically offer interest to an account according to its type. So to improve this problem, Halifax management and staff should make sure that the m achines are checked regularly to prevent unnecessary errors like that.5. CreditThey also offer credit cards to allow customers to buy goods and services and pay for them when they receive their statements from them, usually at the end of the month. When a customer uses a credit card to pay for an item the shop demands its claim for payment back to the Halifax that then pays the shop. Because Halifax must wait for payment from the customer, they usually charge the shop for the right to let customers use the credit card. This explains why the major supermarkets and a growing number of major stores are now offering their own credit cards. For some credit cards, a high rate is charged which makes Halifax lose its customers. They have improved this by putting the rates at a lower charge in order to attract more customers.6. AdministrationThis is the management of services that help to support the smooth running of department. Every department in Halifax carries it out. These general admi nistration functions might include7. ReceptionThis includes greeting people visiting a specific branch, dealing with their enquiries, and taking outside phone calls and connecting customers to right departments. It is also known as the customer service department. When customers come in the branch to make enquiries, in most circumstances there is a long queue. This really annoys customers in that they will complain and give pressure to the member of staff attendance to them which will lead to her making mistakes and giving wrong or incomplete information to the customer she is serving.This can be improved by letting the members of staff who are available (not doing any work at that moment) to help out on the reception. This helps Halifax to deal with customers courteously and promptly.8. SecurityEnsuring the security of the building property and staff. If there is no security in Halifax, peoples money will not be safe hence loosing customers because all they want is security and tr ust from the building society. To improve this, CCTVs are installed in the building to keep track of all that is going on in the premises.Most people who come into the Halifax and find it untidy and squashy get the wrong impression and neglect opening up accounts with them. This has been improved by arranging for outside contractors to clean the building, and cater for staff.The clerical work of making records managing records, filling, photocopying. Organising meetings, keeping minutes.Ensuring that internal communications (within the department) operate smoothing.Ensuring the department staffs arrive on time, have the facilities they need and have been paid.Each department will operate in a slightly different way, so it is highly that different departments will have some administrative tasks that are unique to that department, e.g. The human resources department will have to ensure that it has a complete and accurate database of all employees, with contact addresses and telephone numbers.9. Providing an efficient serviceThis is done when keeping appointments, Replying to enquiries within the shortest time possible, Fast, efficient and friendly service, helping and assisting the customer, answering all telephone calls within five seconds and following the basic principles when communicating with customers on the telephone. Sometimes all this is not done by the employees. They become rude to the customers and act like they have been forced to do their work. They do this by being very slow when serving on the checkouts and not speaking loudly and clearly on the phone.10. Ensuring that replies to requests for information are with the customer within a reasonable period of time e.g. three days. reinforcement is always up to date and accurate. Letters are addressed personally, well typed and without spelling errors.11. Dealing with customer complaintsSometimes customers complaints are ignored or bury about because the member of staff has too much work to do whi ch makes the customers loose interest in Halifax. This can be improved by linguistic context up a Procedure for dealing with customer complaints and problems and since sometimes the procedure is not followed, they should improve this more by establishing a customer service department in each store, appointing a member of staff to be in charge of customer services, Communicating effectively with customers and ensuring that customer complaints are dealt with to the satisfaction of the customer.12. authorized systems, facilities and proceduresSometimes when customers come into a Halifax branch to open up an account, they find that the phone or computer does not work. This annoys them and either walk out or complain to the staff, which will disorganise the other services. That is if the customer makes a scene. This is improved up setting up quick and efficient technology with good backup, making sure that customer facilities are kept in good working order, by understanding of procedur es by all employeesThe financial sector is a nimble moving and rapidly changing environment. Many of these organisations rely on call centres to handle the huge numbers of enquiries received. Unfortunately high staff turnover is a major problem within many branches, so recruitment of the right candidates as quickly as possible is essential.Recognising the need to make quick recruitment decisions, that are valid, objective and more cost effective, Halifax Plc developed a new recruitment process, which met their criteria.Some years ago the Halifax implemented a competency-based application form, using job relevant competencies that are scored through a standardised procedure, and found they could make initial pickaxe decisions quickly, confidently and objectively.For this project the Halifax saw the need to review their competencies in the light of organisational changes. They reviewed their initial selection process, to ensure that the competencies to be used were still appropriate given organisational changes, and the increased organisational emphasis was on business related competencies.The first stage involved reviewing a number of job roles to identify the key job tasks. The results from this early stage were used to develop a telephone checklist. The checklist is used as an initial sifting mechanism, aimed at ensuring that applicants are aware of job demands before they are sent the application form, thus reducing the administrative burden.Before the final structured application form was written a concurrent validation was conducted on a trial group of current job incumbents to identify the key competencies.It was found that specific competencies from the application form correlated highly with managers ratings of performance, additionally these competencies also correlated highly with the Customer Contact ability test scores of job incumbents. This suggested that people with higher scores on the competency based questionnaire and the ability tests are f ar more likely to perform better in the job than those applicants who perform poorly on the competency based application form.The Halifax is just one example of where Structured Application Forms have been used successfully.12. Employee feedback systemAn employee feedback system is a structured approach to recording employees views and suggestions about the service provided and ways in which to improve that service. In Halifax, employees deal with the customers passing(a) and therefore are able to provide useful advice and information to the employer about the views of customers and whether the service provided meets the needs of the customers. Very often, the employees can make valuable suggestions about how to improve the quality of service offered.14. Quality review systemThis is a structured system in Halifax that enables an employer to determine the quality of service being offered to customers and the response of customers to that service. A check sheet or rating form can be used to identify the key areas to be audited. The manager will use the form to review at regular intervals the standard of service provided and customers responses against the criteria.An employer quality review system involves the manager being out where the customers are and seeing the activities taking place. The system involves the manager observing, examining and evaluating the quality of service offered by different employees in different sections or departments. The manager also listens carefully to customers questions, because the issues raised forms part of the evaluation of customer service.A description of any legal constraints affecting the customer service situationThere are five main Acts of parliament Halifax knows and they understand the rights they should give to buyers. Most of these Acts are joined towards firms that sell products rather than service products.The sale of goods Act 1979 and 1995One of the most important Acts today is the sale of goods Act 1979. It covers the thorough requirements of purchasers, i.e. that goods must be* As described which means that they should conform their description for example water proof must mean that the items do not leak.* Of all right quality in relation to the price paid, the description, age of the item.* Fit for the purpose for which they are intended which means that goods must carry out the purpose they are made for, i.e. a pen must make a clear legible mark.* The goods must be for a specific purpose the buyer has made clear to the seller at the time of the sale.The supply of goods and services Act 1982The service standards are affected by this Act. It states that all services should be carried out* For a reasonable charge* Within a reasonable time* With reasonable care and skill* Using satisfactory materialsThe consumer protection Act 1987This Act relates to price and safety. The consumer protection Act is enforced by Trading Standards Officers. It is also an offence not to cooperate with Tra ding Standards Officers during any investigation. Under the Act it is an offence* To mislead consumers as to the price of goods, services, accommodation or facilities (e.g. by missing out the VAT when quoting the price)* To mislead consumers over sale prices and claim exaggerated price reductions* To supply goods which are not reasonably safe.The trade description Act 1968This Act is de scared to prevent the false or misleading description of goods, e.g.* interchange goods, which are wrongly described by the manufacturer.* Implied descriptions, e.g. a picture on a box, which gives a false impression.* Other aspects of the goods, including quantity, size, composition, method of manufacture etc.Usually the spoken word of the seller overrides the written description of the goods as the buyer can rely on the expertise of the salesperson. However, this is obviously harder to prove if there is dispute.The consumer credit Act 1974This is more applicable to Halifax and requires all busines ses, which offer credit to have a specific licence otherwise they will be committing an offence. The Act provides for* Customers who sign credit agreement in their own home to be allowed a cooling off period of five days. During this period the customer can change her mind or cancel the agreement without any penalties.* Customers to demand within 28 days that retailers provide details of the name and address of any credit reference agencies, which have been used to ascertain their credit worthiness. It is an offence for a retailer not to do this.* The credit reference agency to provide full details to the customer if the request is made in writing, and small administration fee is paid. Any incorrect information must be corrected if further information is provided by the customer.* Advertisements offering credit must include the title charge for credit and the APR (annual percentage rate of charge). The Act also restricts the way in which advertisements are worded and the prominence of financial information relating to charges.* Sellers must provide written details of credit terms if requested by the customer in writing or orally, either in person or on the telephone, unless such a quotation has already been provided.The wellness and sanctuary at Work Act 1978Not only do employees have a right to expect employers to provide a safe, working environment, they also have a responsibility to ensure the Health and Safety for existing and potential customers. The Health and Safety at Work Act requires employees to* Take reasonable care for the Health and Safety of themselves and others who may be affected by what they do and what they fail to do.* Cooperate with employers in fulfilling their duties for Health and Safety.Employees who fail to comply with health and safety regulations may be prosecuted.The requirements essentially mean that employees must not act recklessly at work. They must follow safety procedures. They must take reasonable care in carrying out the ir duties and employers should fulfil their obligation as prescribed in the Health and Safety at Work Act.The sex discrimination Act 1975This Act makes it illegal for anyone to be discriminated against on crusade of gender either directly or indirectly. Even if this is done unintentionally, the organisation is still guilty. So Halifax has to comply with the provisions of this Act.Race relations ActThe race relation Act is very similar to the sex discrimination Act. It makes it illegal to discriminate in the work place on the grounds of race, colour, nationality or ethnic origin.Disability discrimination ActUnder this Act it is illegal to discriminate against a disabled person in the recruitment and selection process, the contract of employment and the conditions of pay, provisions of training and promotion opportunities, treatment with the workplace.Halifax is expected by law to comply with the provisions of the various Acts. The Health and safety Act 1978 affects both the internal and external customers.Implications of not complying with the provisions of the consumer laws or legal requirement are* Costs legal costs of going to court and compensation.* wild reputation Negative / Bad publicity hence loss of customers leading to the company collapsing.The roles of the employees in providing good customer serviceInternal customersHalifax has so many different branches throughout the UK. All of these are internal customers to the regional or head office. Staff working for Halifax are the internal customers.Managers in Halifax want to get the most out of your employees. Generally, the better their employees perform the better their department or company will do.Recruiting the right peopleRecruiting the right staff is a decisive component of creating the workforce profile Halifax needs to achieve its organisational objectives and they take careful planning and consideration to recruit successfully.While Halifax wants staff who can do the job theyre offering and who are interested in it, the crucial factor in choosing the right team is personality. The managers can teach them the job, but they cant teach them how to be the right personBecause managers are responsible for recruitment and selection decisions in Halifax, they are aware that hiring or losing staff can be costly, especially if they get it wrong.Smart appearance of all staffCustomers will often assess the quality of Halifax by the appearance of the staff. This has been improved by providing them with uniforms which all of them have to survive and this helps the customers to recognise the members of staff easily.PolitenessWhen employees understand and feel a part of the larger picture they provide better customer service because they feel better about their roles and understand the critical nature of their jobs to the overall success of Halifax.A positive and helpful attitude goes a long way toward having satisfied customers, and is important for a positive environment with co-wo rkers. Employees in Halifax know that they should always be polite to customers and be very helpful.Arriving at work on timeEmployees make sure that they arrive at work on time because they know that if this is not done, they will lose customers hence loosing profits for they company. When they arrive on time, the branch is also opened on time.TeamworkTeamwork is an important part of building a quality Halifax. Having Halifax work like a team involves getting all of the team members to work together towards one common goal. Teamwork through employee training programs can help Halifax team achieve that goal.Teamwork helps the staff first identify the goal it is working towards, whether thats increasing sales or improving customer service. Once the goals are identified, then they can work on whatever issues may be presently preventing them from achieving those goals. After those issues are addressed, the employees can more effectively work together as a team.Team works can build comm unication skills and employee motivation. some(prenominal) of these items contribute to a more successful team and organisation. A successful organisation means more profits, happier employees, and fewer turnovers.The results from a team building turn can actually help Halifax perform better as a whole. Halifax can benefit by taking time and resources to help their employees achieve their goals by putting them in training program and giving them skills they didnt know they needed. Teamwork is part of an employee development program that can really benefit Halifax.Health and SafetyHealth and Safety policies are integral in Halifax business operation. They ensure that the law making employers responsible for the health, safety and welfare of all employees at work is followed. They also help employees to understand and accept their responsibility for their personal behaviour at work as it affects their own, and others health and safety. Good Health and Safety procedures ultimately sa ve money and prevent lost time through injury and illness.Because Halifax has more than five employees, they have a written Health and Safety Policy and bring a published Statement to all employees attention. Employees are informed that behaviour against the Health and Safety policy is a disciplinary offence.Part of the Health and Safety procedure is to notify the appropriate enforcing authority for registration, at least one month before servicing starts. Authorities are* Health and Safety executive directorThis body, besides providing information for businesses, ensure that Halifax meets the regulated standards for* Escape routes* Storage of materials* Ventilation* Lighting* HygieneCarrying out their dutiesAll employees make sure that they carry out their specific duties.Managers should be able to carry out their duties by making sure that employees are happy. They can do this byMotivationHalifax cannot succeed if their employees are motivated to do a good job. You can motivate e mployees in any type of work environment. Employee motivation is one of the many keys to Halifaxs success.Employee motivation can be achieved through a variety of ways. Employee training programs can be administered on a regular basis. Making an employee feel like they are an important part of Halifax also increases motivation.AppraisalsIn Halifax, members of staff are interviewed on a regular basis by their line manager and assessed on their performance. It is also an opportunity to discuss any problems and to determine any training and/ or training needs. Performance may be related to pay or bonuses. Care should be taken not present staff appraisal as a hostile or intimidating ordeal.PraiseManagers make sure that they praise their staff when they have done well. This makes them happy and also do their job better because they know that their bosses appreciate.TrainingManagers in Halifax want to get the most out of your employees. Generally, the better their employees perform the be tter their department or company will do.In Halifax, it is not always possible to find someone who is perfectly suited to a job, with all the necessary skills and experience. They are likely to need some training. This is made even more likely by the fact that as working conditions change, due to new technology, reorganisation, expansion and so on, staff will need training to be able to meet the new challenges. Managers may also provide staff development to enable them to broaden their existing abilities and experiences and to help them achieve their potential for Halifax building society.Finally, motivated staff, teamwork, etc, ensures that employees are committed to their work. Commitment from and carrying out duties and responsibilities by all employees are the prerequisite for good customer service. Good customer service requires input from all employees, and not to be the duty of frontline staff alone.