Implementing Service Excellence

Stage one is to work out where you are now in terms of service excellence.

This is the Research Phase and is usually a vital starting point. Two areas require consideration:

Firstly - How do your CUSTOMERS regard your service at present? Customer surveys and mystery shops provide an effective means of staying close to the customer. There is often a great deal of guessing about what the customer thinks and wants, surveys provide actual data.

Secondly - How do your STAFF view your customers and how effectively do they work with each other to provide sensational service? ie: how customer driven is your organisation?

Stage two is to work with you to decide where you would like to be. Having defined the gap we then, in consultation with you, devise a programme tailored specifically to your organisation.

What is involved

A Service Excellence Programme may include all or any of the following:

• Develop and run learning programmes
  Specially designed training courses to meet your exact requirements in a variety of areas: Service Excellence skills training, supervisory training, management and leadership, telephone techniques, selling skills, assertiveness, team building, presentation skills. All these programmes are tailored to the goals and culture of your organisation.
  
  
• Develop a new Company Vision/ Service Excellence Goal
  A goal clearly identifies what your company’s objectives are. It encapsulates the spirit and culture of your organisation.
   
  Consider the objectives of a nation at war. The goal is simple – to win the war. The result – everybody pulls together, superhuman effort is given to achieving the aim.
   
  We can organise a Strategy Workshop for your top team. Over two days we discuss the research findings, then work with you to develop a new Service Excellence Goal and plan each stage of its implementation and follow-up.
   
• Communicate the Goal to Staff
  To be effective a Service Excellence Goal must be clearly communicated throughout your organisation.
   
  We can design and run Launch Events - dynamic, high impact meetings to which large numbers of staff are invited.
  
  These make everyone aware of the company’s goals and gain commitment to service excellence at all levels.
   
• Devise ‘Customer First’ internal systems
  It may be that your procedures and forms are designed to suit the requirements of the organisation and not the customer.
  
  The start of a Service Excellence Programme is a good time to re-appraise these systems and, if necessary, re-write them with the customer in mind.
  
  We can organise a Strategy Workshop for your top team. Over two days we discuss the research findings, then work with you to develop a new Service Excellence Goal and plan each stage of its implementation and follow-up.

Whatever the scope of the project we work with you to achieve sensational service excellence.

For further information complete our enquiry form or call our team of learning advisers on +44 (0)20 7381 6233.