Customer Service

Solutions aimed at ensuring your business is capable of delivering a positive
customer experience and achieving differentiation in your market.

Assessment and Benchmarking

Your ability to deliver customer service excellence is directly related to your reputation and financial performance. We are able to assess how your organisation is performing through the eyes of your customers and employees. This can include the creation of a set of benchmarks enabling you to measure continuous service improvement in the future.

Customer Journey Mapping

Understanding the end to end customer journey across all touchpoints will ensure you can plan to exceed customer expectations. By capturing and creating a customer journey map we can work with you to inform your thinking as to how you could plan to organise your business to attract, retain and delight your existing and future customers.

Alignment

Achieving alignment throughout your organisation is a critical part of achieving customer success. Ensuring your strategy, systems, policies, procedures and people capability are aligned and focused on service delivery is critical if you are to provide a consistent and positive customer experience. Our specialists can work with you to achieve full alignment.

Improvement Planning Support

Our specialist team can work with you to develop a plan to deliver your strategy. These facilitated sessions and workshops can be delivered to your team and typically comprise a number of elements designed to get you to a point of having a clear concise plan in place for your team to take forward with our support.

Learning and Development

Equipping your people with the capabilities to deliver service excellence is fundamental to achieving success. Upon understanding your requirements we are able to design learning and development interventions to provide Leaders, Managers and Frontline Staff with the attitude, knowledge, skills and tools to exceed customer expectations in the environment you operate within.

Embedding

Creating sustainable improvement requires more than just a one off event. It’s about changing the way your organisation and people think about customers. Developing a culture of high standards that are reinforced throughout is required. We can work with you to ensure customer feedback is evaluated and acted upon regularly, success is celebrated and barriers within the organisation are understood and effectively managed.