Session étude déc 2003 E révisée

ƒƒƒƒƒƒ How to deliver what justice users want and need : a charter for users ? Mr Mark CAMLEY, Director Supreme Court Circuit, United Kingdom I am passionate about Customer Service. To the extent that my first week in charge of the Royal Courts of Justice I sat on the reception desk for a day to understand what customers were needing. In my presentation this afternoon I want to cover a lot of areas based on the experience of the Courts in England and Wales. In the time available I will not cover the topics in depth but I hope to give at least a flavour for – Understanding users’ wants and needs; Managing expectations; Measuring and improving customer satisfaction; Using complaints as a positive tool; Sharing best practice; And some practical examples of where we have got it wrong and where I believe we have got it right. Understanding Customer wants and needs The first thing to recognise is that the customer might not always know what they need and is more likely to focus on what they want. In the UK we have a radio programme called Desert Island Disks. The premise of the programme is that you are marooned on a desert island and you have to choose your favourite “disks”, pieces of music or songs, that you’d like marooned with you. Although this works on the basis of what you want, it assumes that you already have a number of needs being met – fresh water, shelter, food supplies and something to play your ...