Douch Family Funeral Directors: Profits Mentoring - Customer Service
Customer Service
Results
The way in which the Charter was created increased staff engagement in both the organisation and in delivering the Charter.
It underpins Douch’s commitment to continuing developing the business whilst honouring its heritage.
Background
Founded in 1910, Douch Family Funeral Directors (DFFD) are a family owned business of funeral directors consisting of 8 branches covering East and North Dorset, Poole, Wareham and the Isle of Purbeck. All the branches are independently managed and retain their original names and are encouraged to continue with their family’s unique traditions to best serve their local communities.
Business Goal
To continue providing the best possible service and value to customers, DFFD are encouraging the use of shared best practice and technology across all the branches, without losing their individual heritage.
Aspirin Business Solutions were asked to facilitate a series of workshops to bring all the employees together to discuss Customer Service.
Approach
Three company-wide customer service workshops, were facilitated by Aspirin Business Coach, Paul Kinvig, to explore what constitutes great customer service based on the staff’s own experience as well as widely accepted best practice, and involved interactive group work and discussions.
The agreed outputs by participants in each workshop were collated into the ‘Douch Family Customer Service Charter’.
The Charter will be published on the website, be available in every branch and will help underpin the customer surveys that Douch regularly undertake to ascertain their levels of service.
What the client says
The workshops were engaging and inclusive, providing a great opportunity to encourage both cross-working between branches and a culture of continuous development. Aspirin’s suggestion to create a Customer Service Charter was a great way to capture the way our teams define Customer Service, and to more easily communicate the service customers receive from every branch
Nick Douch, Managing Director