We offer the Service Excellence Programmes as a package or as stand-alone initiatives. The approach for each organization will depend on the extent to which customer service initiatives have been developed and adopted in the organization.

Customer Service Audit
How is your organization measuring up to deliver exceptional customer service experience;

• We help you find out using our assessment and audit process which involves talking to your staff, customers and other stakeholders.

Service Improvement
We help you develop and implement customer standards based on your customers’ expectations.

• The service standards are developed across the whole organization and focused on the strategies, knowledge, skills and behaviour required in order to deliver seamless excellent service to customers.
  
  
• The implementation of standards across all departments in the organization ensures that the service improvement is entrenched into the organizational culture, making it sustainable over time.

We subscribe to the Institute of Customer Service Model for World Class Service in implementing service improvement initiatives. The key dimensions in this approach include Strategy and Culture, People and Processes.

http://www.instituteofcustomerservice.com/

Customer Feedback Programme
A customer-focused organization is one that is willing to listen to its customers so as to identify ways to continually improve service delivery.

• We help you define service attributes that can be measured and tracked over a period of time. We also help you determine the best way to implement the feedback programme.
  
  
• We also help you develop a focused brief to Research Agencies, oversee the research project on your behalf – and once ready, support you to identify improvement opportunities.