Customer Service & Customer Protection in

MANSELL

Agenda

• The Importance of Customer Service

• Legislation Protecting Customers &

Employees

• After Sales Care

• Examples of Customer Service

• Customer Complaints

The Importance of Customer Service

Question: Why is Customer Service Important

to MANSELL?

The Importance of Customer Service

• Dissatisfied customers will go away

• Very often, they will switch to another provider

without complaining

• Providing good customer service is the key to high

customer retention

• Customer retention is at the heart of MANSELL’s

strategy

• It costs a lot less to satisfy an existing customer

than it does to win a new one

Legislation Protecting Customers and Employees

Question: Can you think of any legislation

designed to protect Customers and Employees?

Examples of Legislation

• Trade Descriptions Act 1968

• Health & Safety at Work Act 1974

• Safety Signs Regulations 1980

• Data Protection Act 1998

• Consumer Protection Act 1987

• Sale & Supply of Goods Act 1994

Examples of Legislation

• Trade Descriptions Act 1968

– Makes it an offence for a trader to;

• provide a false trade description to any goods

• supply goods which have a false trade description

• make false statements about services, accommodation or facilities

• It is reasonably easy for MANSELL to follow this legislation as our clients tend to tell us, in detail, what they require

• In these circumstances, we simply need to conform to the specification.

• As a contractor, we do not generally develop and market our own products

Examples of Legislation

• Health & Safety at Work Act 1974

– Makes it law for employers to provide such things as;

• personal protective equipment

• reporting of accidents and dangerous occurrences

• first aid

• fire precautions

• lifting equipment

• MANSELL takes this law extremely seriously

• We have clear health & safety policies and regional health & safety managers

• All our staff receive the appropriate levels of training on health & safety

Examples of Legislation

• Safety Signs Regulations 1980

– Encourages the standardisation of safety signs

– Covers various means of communicating health & safety information;

• illuminated signs

• hand & acoustic signals (e.g. fire alarms)

• spoken communication

• MANSELL ensures it follows this legislation by having standard industry-recognised signs across all its sites and offices

• We ensure that these signs are maintained and that employees receive adequate training if a new sign is introduced

Question: What is the Data Protection Act -

what does it try to achieve?

Examples of Legislation

• Data Protection Act 1998

– Contains eight Data Protection Principles. These state that all data must be;

• processed fairly and lawfully, and kept secure

• used only for specified and lawful purposes

• adequate, relevant, and not excessive

• accurate, up to date, & kept for no longer than necessary

• processed in accordance with the individual’s rights

• MANSELL states it’s Data Protection Policy on all forms which ask stakeholders for “sensitive” information

• Much of the work needed to meet the requirements of the DPA is common sense

Examples of Legislation

• Consumer Protection Act 1987

– Prohibits the supply of unsafe goods

– Makes it an offence to give a misleading price indication

• Clearly, the most important thing for MANSELL to achieve when attempting to comply with this legislation is a safe building

• MANSELL has numerous procedures for checking that suppliers and subcontractors are providing safe products and services which then ensure that our ultimate product is safe

Examples of Legislation

• Sale & Supply of Goods Act 1994

– Ensures that goods are of satisfactory quality

– Goods are defined of satisfactory quality if they “meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstances

• The construction industry has a poor reputation for quality

• MANSELL carries out exhaustive checks throughout their construction projects to ensure that the end product is of satisfactory quality when handed over

• This process is known as “snagging”

After Sales Care

Question: What is After Sales Care?

After Sales Care in MANSELL

• MANSELL provides most of its key customers with an after care service

• This involves giving the customer a dedicated telephone number where they can report problems and have the confidence that they will be dealt with quickly and efficiently

• We not only offer this customer care facility after a project is completed, but we also provide care during the project itself. Our site managers are encouraged to manage this.

• The majority of after sales issues are to do with quality (e.g. doors don’t shut properly)

Examples of Customer Service

Examples of Customer Service

• Products

– MANSELL offers the customer almost limitless product range - we can carry out projects from £10,000 to £10,000,000 across all market sectors

– We attempt to provide the best quality and vet our suppliers and subcontractors to ensure they can meet our standards

• Staff

– We aspire to be the most admired construction provider in the UK and realise that this is largely dependent on the quality of our staff

– We use professional recruitment, selection, and training processes to try and ensure we have good quality staff

Question: How does the quality of our premises impact upon our

relationships with Customers?

Examples of Customer Service

• Premises

– MANSELL has spent a considerable amount of money over the last few years on a number of its major offices (e.g. Swaffham and Nottingham)

– We try to create environments which are both pleasant to work in and visit.

• Delivery

– We continually measure the performance of our suppliers to ensure that they are delivering on time every time

– We try and plan every job to the relevant level of detail at the beginning, to ensure that problems are eliminated and delivery is predictable

Examples of Customer Service

• After Sales Care

– As mentioned earlier, we offer after care services for our major key clients

– we employ Customer Care Directors who are responsible for managing strategic relationships

– our Regional Managing Directors have customer satisfaction as their key measurement

• Advice

– as construction is a complex process, the advice we offer our customers is key

– our customers have to have the confidence that they are talking to competent people

Examples of Customer Service

• Range of payment methods

– we offer our customers a whole range of payment methods to satisfy their needs

– we can be flexible and offer manual and electronic processes

– we are currently experimenting with xml payments with a key supplier

• New Technology

– we hold regular forums with our suppliers to assess new technological developments

– we often invite our customers along to these events to get their input

Customer Complaints

Question: How do you think MANSELL

manages Customer Complaints?

Customer Complaints

• MANSELL treats a complaint from a customer very seriously

• The person tasked with dealing with the complaint will be dependent on the seriousness of the complaint

• Our site managers will deal with most customer complaints without any major problems

• However, we have a documented procedures in place for customers to follow if the complaint is more serious

• These procedures are aimed at giving the customer the right response

Customer Service & Customer Protection in

MANSELL