Customer Service

Offering practical and participative programmes, we provide support at all stages of the ‘customer experience’ lifecycle, from creating the vision and values to developing the skills, knowledge and behaviours of staff. Together they create a customer-driven culture and deliver positive, unique and memorable customer experiences.

We facilitate the creation of a customer-driven culture by helping set a vision, harnessing the existing talent, encouraging customer participation, establishing the processes and focusing on developing the skills, knowledge and behaviours of staff at all levels of the organisation. Taken together, this builds lasting commitment and loyalty from staff and customers – recognising that the culture change cannot be achieved overnight, but the need for that change can.

We can also include other great topics for improving customer service, for example using Lean techniques such as ‘Voice of the Customer’ and ‘Value Stream Mapping’. Some of your staff can even qualify as ‘Lean Champions’, providing an in-house source of expertise in improving processes.

Benefits