We aren’t consultants providing 2 days training on theory on “how to do customer service”. Neither do we walk away after the 2 days and send you an invoice. We measure which areas frustrate your Customers and Staff by talking to them to determine what you do compared to what the Customers expect.
Typically we find 6-8 areas for improvement which can help increase re-purchase and referral rates and reduce management time firefighting. We also review your security and privacy procedures to ensure your organisation reduces the risk of a data leak from your Customer Service Team or the website which your customers may use to access account details, order progress etc.
We advise you on what is needed to correct the problem areas and work side by side with your team, agreeing targets and KPI’s, measuring progress and adjusting the plan to make the problems go away…
…leaving you with Customers and Employees who will promote your business to everyone they meet and to any prospect they speak to and Clients who appreciate the data security processes you have in place. As a client told us: "When you submit a bid to a FTSE250 company, you need to explain what data security/privacy measures and audit trails you have in place. "
Phase1: Initially we undertake surveys with Customers and staff to give a starting Loyalty Score and an internal view of Customer Experience problems. We speak to the Customers/staff who score lowest and highest, and elicit their comments on what they want. We review any recent data breaches and find the cause. Optionally we can undertake a remote audit of your website and/or network to determine possible security issues which could result in a data breach
Phase 2: We review these findings with you to determine why the failures are occurring and review your processes to find out what changes are needed to handle the onslaught of Customer queries and requirements. Meanwhile, you identify your project team, Together with the project team, we put in place a set of goals and targets to address the shortfalls, specifically training in both Customer Service and Data Privacy.
Phase 3: We'll work in-house or remotely and mentor your staff, giving them the soft-skills, responsibility and management techniques to make the identified improvements. A "Keep Doing, Stop Doing, Start Doing" project.
Phase 4: Regular project reviews between us ensure that the actions agreed are being taken, targets met and reported back to the Board.
Unlike others, we offer a guarantee - if the KPI's do not improve by the end of the project period, we'll stay on the project for another month, free. (Terms and Conditions apply).