Customer service excellence

We understand what drives customer satisfaction and use our knowledge to challenge management thinking and inspire people to enjoy delivering excellent service.

No customer service strategy will be successful unless it has the full commitment of everyone in the company. Gaining the support of senior and middle managers who feel they have other pressing priorities can be tough. We work with managers to engage them in developing a service vision and creating the process improvements and behavioural change necessary to deliver that vision. This can be through top team events, coaching, mentoring or training.

Engaging staff

What matters most to customers and has the greatest impact on customer satisfaction, is the way they are treated by the people they come into contact with. Everyone in an organisation has the power to create or lose a customer for life.

We believe in engaging front line staff in defining what customer service should be like and developing solutions. Most of our clients are surprised by the depth of understanding their staff display about what is important to customers, what operational difficulties get in the way of service delivery and what improvements can be made. It's impossible to monitor every single interaction between staff and customers - so you have to motivate staff to deliver brilliant service. Our techniques do just that.

Continuous improvement

We are not interested in quick fixes. We believe that service improvements must be sustainable and there is always opportunity to make customer experience even better. We have developed measurement techniques that track progress, provide feedback to managers and front line staff and identify areas for improvement.

Transferring skills

We love being part of your organisation while we are working with you on a project. But the only way to make a permanent difference is to provide your people with the tools to continue to improve customer service. We often run train the trainer events, so that ownership of training programmes rests with our clients. We train staff in measurement and feedback techniques and run coaching sessions. As far as possible we believe in transferring skills and knowledge so that your people are equipped to make improving customer service a continuous process.

Measurable results

We believe in establishing success criteria at the outset. We are so confident our techniques will make a difference that we are prepared to be judged on our results, even to the extent of agreeing that part of our fee will be dependent on proven service improvement.

Personal commitment

We know that relationships matter, you can be sure that the consultants you meet will be the people who will work with you throughout the project. We are absolutely and totally committed to making every project a success.

Do call us on 01483 230400 to discuss what we could do for your business.