Service Excellence
Leveraging learning to enhance your people's ability to deliver exceptional customer service
Customer service is at the heart of many industries, and a key differentiator for most.
1
THE CHALLENGE
Although most companies acknowledge the importance of good customer service, often they deliver mediocre customer service, alienating and losing customers.
2
HOW WE CONTRIBUTE
We help your people build exceptional customer service abilities and mindsets, while we cultivate a customer service culture at the entire organization.
3
OUTCOME
Happy customers mean repeat sales, better reviews, better word of mouth and increased loyalty, which are all key contributors to increased sales and growth.
Through research we decode the experience your customers’ have when they engage with your organization, mapping their touch-points and experience throughout their journey.
Uncover the human contribution to making each touch point exceptional by identifying which roles and people contribute to each touch point.
We then identify the abilities, skills, and behaviors your people need to make each touch point exceptional.
Identify which of those skills, abilities and behaviors contribute positively towards the customer’s experience so you can maintain and augment them, and which ones need improvement.
We then design two programs: one to maintain and augment the abilities that are already aligned with the desired customer experience, and one to work on the ones that need improvement.
We deliver the program designed to maintain the positive elements of the human contribution towards the desired Customer Experience and the program designed to improve those skills, abilities and behaviors that are not contributing yet to creating the desired Customer Experience.
We close the loop with re-assessing the Customer Journey and the touch points, evaluating the degree to which the experience of each touch-point was maintained or improved.
