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Consulting
Customer Service Works consulting services examines the concept of an “organizational value chain”. Strength in each of three links - the organization, employees and the customers, determines results. At Customer Service Works our consultants are dedicated to helping you identify and implement the right strategies to strengthen your organization’s value chain. We want to provide real solutions to your real situations.
Strategies to assist with growth, profitability and market leadership…
Strategies to enhance employee satisfaction and loyalty…
By focusing on your most important asset – your customer.
- Audits through to implementations
- Process design
- Policy design
- Project management
- Vision and goal statements
- Customer focus groups
- Mystery shopper
Ways We Have Worked With Clients
Project management to implement new technologies
Call Centre & Help Desk feasibility assessments – new centres, centralization, re-design and implementation
Implementation evaluations
Customer focus groups to determine new program feasibility and design
Strategic planning facilitation
Department re-design
Survey design
- Create a service-oriented culture where everyone recognizes they work for the customer; their job is to ensure ultimate satisfaction and loyalty of the customer.
- Have a service vision. This becomes the corporate cultural ethic and everyone knows they play a key role in making it a reality.
- Focus on the right metrics.
- Put "policies" in writing. "Policy" should be a word that is only used internally, as it becomes a barrier to service when used with external customers. Policies are required, however they need to be used as guidelines, with staff empowered to make discretionary exceptions if and when the need arises. Design flexibility into "policies".
- Know your competition and compete on benefits, not on products or prices.
- Conduct internal and external assessments regularly. Conduct a "failure analysis" - where and why certain mistakes are being made and what should be done about them (FAIL = From Action I Learn).
- Examine all processes. Reduce any unnecessary steps that create barriers to the customer being served with convenience and quality.
Leads to...
- Empower your employees to make decisions related to customers on the spot.
- Commit to employee training and on-going coaching.
- Trade jobs.
- Reward loyalty and initiative.
- Get and use employee ideas.
- Ensure employees have set standards of performance.
- Communicate effectively.
- Find, nurture and display your customer ambassadors.
Leads to...
- Develop a loyalty program and culture.
- Develop a service program for your customers and market it.
- Move from customer satisfaction to loyalty - satisfied customers will leave, loyal customers are yours for life. Reward customer loyalty.
- Know the cost of losing a customer and share it with all staff.
- Create "wow" strategies - use high touch methods.
- Measure what is important to them - know what they want, need and expect.
- Ensure your systems are user-friendly - reduce barriers.
- Train to handle complaints properly - encourage complaints as opportunities.
- Know your defection rates and the reasons/patterns.
To create an individualized, customized service experience where customers leave feeling valued, wanting to return and do business with you again and proactively refer others to you.
