Bad service - we have all experienced it. Almost everyone has an example of changing product or provider not because the product was bad, but because of bad service.
So could it be that customers are doing the same with your company? Are your customers "blown away" by your service proposition? Well they should be!
In today's competitive environment companies need to devote more attention to developing service propositions which add value to their product range.
There is no point having the best product in the world if your support staff and customer service functions fail. Most companies known for successful service actually have strategically implemented processes and procedures for dealing with customers. Companies need to train their staff to offer a high level of homogenised service that all customers can expect no matter who they are dealing with.
If done correctly this does not just result in improved customer satisfaction, but also translates directly into value (directly though revenue, indirectly through brand value) as customers become more loyal, educated in the product and purchase more through indirect selling techniques.
We will put together a program for clients to:
1. Create a standardised procedure and service proposition level which every staff member can be trained in. First we will map the entire customer experience and then work with the client to develop optimised procedures. This can include scripts, interaction procedures as well as service KPIs (Key Performance Indicators).
2. Train all existing staff as well as create a program for new staff to ensure high quality service processes form part of the organisational culture.
3. Establish customer follow up mechanisms so that a company can be fully aware of how they are being perceived in the market place.