Involving staff in creating policies helps achieve buy in from the staff and

Involving staff in creating policies helps achieve

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7.Involving staff in creating policies helps achieve buy-in from the staff and helps them feel part of the team. T Q6.When developing a policy you need to consider the following aspects relating to format and content:1.When developing a policy you must determine the overall aim of it, i.e. why you are creating the policy. 2.The policy must be in line with the business’ vision and mission. T 3.The policy should be in line with customers’ expectations. F 4.If the vision is to provide the highest level of customer service compared to your competitors, then the policies implemented must be aligned to this overall aim. T 5.When creating procedures, all policies must be referenced. T 6.The customer service policy should not be aligned to the customer service vision. F 7.The customer service procedures must be created so that the policies are achieved. T Before Importance of Policies and Procedures Futura Group SIT Version 1.0
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Checkpoint 5 Q1. Which of the following are examples of ways to make your policies and procedures readily available to your customers? Q2. Complete the following sentences relating to the importance of policies and procedures from the drop-down menu. Q3. As a manager you could share the following knowledge with your staff to ensure positive service outcomes: Q4. Which of the following are steps to achieving quality customer service? 1.Make improvements only when you receive complaints2.Meet and exceed expectations of customers3.Strive to do what you’ve always done before4.Following through with promises5.Meeting contractual obligations6.Training and maintaining committed staff7.Ensuring total commitment to the organisational goals Futura Group SIT Version 1.0
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  • Spring '17
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