Our experience of working with blue chip brands on their customer service strategy has helped us understand the key components of success and building a brand whose reputation stands for excellence. Some examples include Liverpool Football Club, Zurich, Standard Life, Barclaycard and Sesame Financial Services.
We create and deliver sales and service programmes that truly transform a company’s culture. Our Customer Programmes are built on a foundation of 'positivity'. They encompass attitude and behaviour, spoken and written language, team and leadership skills, as well as imparting an understanding of the impact that all of these have on the customer.
We mix in fun with the serious Customer Excellence message and we measure success by achieving long term behavioural change and effective business results.
Some key Customer Sales and Service Programme activities include:
We undertake employee and customer consultation through interviews and surveys using focus groups, workshops, depth interviews, telephone and mystery shopping – whatever combination is most practical and appropriate to define your current ‘Customer Experience’.
We will highlight the ‘Magic and Miserable Moments’ for your customers when dealing with your organisation – and underline your ‘Moments of Truth’ – when customer delivery really counts!
Following our analysis, we’ll present you with the gaps in:
BUT most importantly we’ll recommend actions on WHAT you can do to eliminate these gaps.
It’s essential that the Vision and Values for your customers comes from the top of your organisation – and is communicated across every department and employee working with you.
We will help you articulate what you want your brand to stand for – and then enable your people to communicate that message through every interaction with customers.
Your Vision and Values should inevitably be linked into 'Customer Service Standards' or 'Promises to Customers' . We’ll also help you develop these in harmony with a cross-section of employee representatives, and using input from the customer research activities.
The challenge for many businesses is the inconsistencies in customer service delivery that occur within an organisation. Too often, customer service quality can fluctuate between the front and back office, customer and non-customer facing functions and this can create real challenges in maintaining a reputation for excellence.
By rolling out a high-impact customer excellence programme, supported by explicit Customer Service Standards, and business coaching through performance measurement, all employees can get to understand the expectations of customers and senior managers. If employees are unaware or unsure of what is expected of them, delivering to unknown expectations can be challenging!
It’s not just about sales and service functions at the client interface but the entire organisation – even finance, compliance, HR and IT, who may not have external customers, but do have internal ones. The most successful programmes are when the entire organisation is engaged.
To ensure you can monitor and maintain the quality of service you deliver to customers, we can help you create a bespoke Customer Satisfaction Index (CSI) or a Balanced Scorecard for your business. These measures can then flow down to every employee through an effective Performance Management Framework to relevant individual performance plans.
We will leave you with valuable tools and techniques to measure your sales and service effectiveness right across and in different areas of the business. You will be able to highlight specific areas of customer sales and service excellence – and celebrate success with responsible teams.
Where pockets of under-performance are highlighted individuals can be coached and redirected towards the standards of customer service expected by the business. We often find that it‘s a process or procedure that’s constraining service performance - this provides a great opportunity to improve your service to customers!
We launch and run Customer Excellence Programmes that are fun, memorable – and lasting. To achieve an organisational step-change in performance, we will kick-off events and involve Partners such as Menagerie and Ensemble Training alongside our own highly experiences consultants.
We’ll deliver accelerated learning techniques and practical work-based scenarios to bring a fresh approach to more the traditional change initiatives and training. Our training and development methods drive sustainable performance and behavioural change – quickly!
