M3.45 Managing and Developing Relationships in the Workplace & M3.47 Delivering Services in the Workplace
Finn McGowan
M3.45 MANAGING AND DEVELOPING RELATIONSHIPS IN THE WORKPLACE & M3.47 DELIVERING SERVICES IN THE WORKPLACE
IDENTIFIED AND EXAMINED THE NEEDS AND EXPECTATIONS OF CUSTOMERS, COLLEAGUES, STAKEHOLDERS AND RELEVANT OTHERS IN THE WORKPLACE.
Before we can identify the needs of customers and stakeholders, it is important that we can identify who our customers and stakeholders actually are.
Within our Facilities Team, customers could be either internal or external stake holders.
Internal customers are staff members of NBC. This can range from the Chief Exec, Leader of the Council and Councillors, to neighbourhood wardens, customer facing staff and admin assistants.
External customers range from a member of the public asking us for directions or just using the toilets, to hirers of our rooms and their guests to visiting MP’s and Royal visits.
A stakeholder is any person or organisation who can be positively or negatively impacted by, or cause an impact on the actions of a company or organisation. In our case this could be, for example, the Police, who share office accommodation with our Community Safety Team.
Expectations within these 3 groups will vary considerably. For example an external member of the public who has come in just to use the toilets will have a lower expectation from us than someone who is booking their wedding with us – the person using our toilets would still expect the toilets to be clean and well stocked, but their expectations are lower than a customer who is spending a lot of money on their wedding day – their expectation is for everything to run smoothly and would be disappointed if we made any mistakes, so there is no margin of error when delivering this kind of service.
A stakeholder will expect our standards to be at the same level as theirs as if they are not, it will reflect poorly on them – quite often the public do not differentiate between different local authorities and just view
M3.45 MANAGING AND DEVELOPING RELATIONSHIPS IN THE WORKPLACE & M3.47 DELIVERING SERVICES IN THE WORKPLACE
IDENTIFIED AND EXAMINED THE NEEDS AND EXPECTATIONS OF CUSTOMERS, COLLEAGUES, STAKEHOLDERS AND RELEVANT OTHERS IN THE WORKPLACE.
Before we can identify the needs of customers and stakeholders, it is important that we can identify who our customers and stakeholders actually are.
Within our Facilities Team, customers could be either internal or external stake holders.
Internal customers are staff members of NBC. This can range from the Chief Exec, Leader of the Council and Councillors, to neighbourhood wardens, customer facing staff and admin assistants.
External customers range from a member of the public asking us for directions or just using the toilets, to hirers of our rooms and their guests to visiting MP’s and Royal visits.
A stakeholder is any person or organisation who can be positively or negatively impacted by, or cause an impact on the actions of a company or organisation. In our case this could be, for example, the Police, who share office accommodation with our Community Safety Team.
Expectations within these 3 groups will vary considerably. For example an external member of the public who has come in just to use the toilets will have a lower expectation from us than someone who is booking their wedding with us – the person using our toilets would still expect the toilets to be clean and well stocked, but their expectations are lower than a customer who is spending a lot of money on their wedding day – their expectation is for everything to run smoothly and would be disappointed if we made any mistakes, so there is no margin of error when delivering this kind of service.
A stakeholder will expect our standards to be at the same level as theirs as if they are not, it will reflect poorly on them – quite often the public do not differentiate between different local authorities and just view