Customer Service
Delighted customers are more than loyal, they act as advocates for the organisation, introducing new customers and growing profit streams. Unhappy customers do the opposite, but even more powerfully!
We work with clients, using a process aligned to the Harvard Service Value Chain, to establish the customer service culture by:
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researching what customers want
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listening to staff ideas
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analysing the processes that customers rely on.
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creating a monitoring process that reports how well the organisation is delivering on its customer promise. This can include developing a customer service index, based on valid performance standards to provide benchmarks for service quality and a foundation for continuous improvement. Close monitoring highlights issues before they become problems
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sustaining the impetus for continuing improvement through regular customer and employee surveys to pinpoint new areas for action.
Echelon, Angles House, 210 Sheen Lane, London SW14 8LB; 020 8274 9965