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Achieving Excellence in Customer Service
Customer Service is high on the business agenda as more and more companies respond to the ‘voice’ of their customers. The organisational focus for the future revolves around customer satisfaction, customer retention and encouraging customer loyalty.
The key issues are:
- Developing a customer service strategy and building a customer-centric organisation. There is a clear need to align customer service processes with the business strategy and goals, as well as a need for an organisational focus on customer service by everybody within the organisation and especially at all customer ‘touch points.’
- How to respond to the ‘voice’ of the customer. Processes need to be built around the customer that work not only efficiency but also effectively – right first time and every time.
- Managing customer service teams. Teams need to be highly motivated as well as resilient. Managers need to understand how to ensure that all customer facing team members play a part in keeping customers satisfied and loyal to the organisation.
- How to achieve excellence in delivering customer service. Organisations have to develop a ‘branded’ customer experience and ensure that everybody can meet and manage all customers’ expectations.
Hemsley Fraser works with organisations to help them achieve excellence in customer service - using best practice models, programmes built up from research, and training in delivery tools, tips and techniques.
We can help you understand the impact that you can have on your customer service if you change the way you think and behave when managing their expectations of you and your organisation. Our comprehensive range of programmes available range from strategy through to the management and delivery of excellence in customer service. These programmes can be customised to specific client requirements.
For further information on how Hemsley Fraser can help you provide excellence in customer service contact us.