Consulting
Our Consulting Approach
Successful businesses not only focus on what their businesses offer (products and services), but also HOW they do business. How you do business includes having a well-defined end-to-end customer experience, including five elements.
PHILOSOPHY
Ø Have a customer-service philosophy in place. This becomes the corporate cultural ethic and everyone knows they play a key role in making it a reality.
Ø 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.
PEOPLE (Commitment to Continuous Learning & Growth)
Ø Skill based training
Ø Coaching
Ø Training Program Development
Ø Train the Trainers (our programs, your trainers)
Ø Motivation and recognition. Reward loyalty and initative. Find, nurture and display your customer ambassadors.
PROCESS (Business operations)
Ø Have formal processes, standards & guidelines in place (I.e., workflow documentation) to help people execute your philosophy.
Ø 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, and train/coach employees to understand how to balance organizational integrity with customer need.
Ø Know your competition and compete on benefits and HOW you do business, not just on products or prices.
Ø Examine all processes. Reduce any unnecessary steps that create barriers to the customer being served with convenience and quality.
Ø Develop a loyalty program and culture.
Ø Develop a service program for your customers and market it.
Ø Move from customer satisfaction to loyalty - satisfied customers may leave, loyal customers are yours for life. Reward customer loyalty.
Ø Know the cost of losing a customer and share it with all staff.
Ø Create "wow" strategies - use high touch methods.
TECHNOLOGY
Ø Ensuring technology is enabling people and process to increase efficiency (doing things right) and effectiveness (doing the right things), and is customer focused.
PERFORMANCE
Ø Build sustainable measures related to people, process, technology, and achievement of your philosophy.
Ø Focus on the right metrics.
Ø Know and measure your customer defection rates and the reasons why.
Strength in each of these areas determines results. At Customer Service Works our consultants are dedicated to help you identify and implement the right strategies, and to provide solutions you can actually use. We use a methodology where we work with you upfront to understand your current situation and needs, and your desired results. What do you want to achieve? By when? How will you know you are there? Are the challenges you are experiencing a result of philosophy, people, process, technology, performance, or a combination? Why? Because it is how WE do business.
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.
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.
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 and deployment
Audits through to implementations
Process design
Policy design
Vision and goal statements
Performance measure development
