Strategy & Business Acumen
Leadership & Management
Persuasive Communication & Influence
Service Quality Excellence
Organisational DevelopmentEvery contact we have with a customer influences whether they’ll come back, make a recommendation, or be an advocate.
The fact is that customer experience in today’s world makes or breaks businesses. Most organisations recognise the need to delight customers but many falter under the weight of challenges. Expectations are increasingly higher, customers are increasingly segmented, and their needs are shifting fast. Delivering a consistent level of service across every touch point poses a major challenge, and the adoption of technology creates both opportunity and uncertainty.
Though these challenges are real and need to be addressed, we’ve helped organisations with winning service strategies simply by returning to the heart of the matter – the customer.
Case Studies
Frontline Sales & Service were custom-designed to bring about a significant improvement in the service level of the retail associates.
The program was run for 22 sessions, to 550 Retail Associates across Malaysia. The Results – Client acknowledged improvement in customer satisfaction across the retail associates
2 ½ years project involved working with the Top Management and implemented company-wide inclusive of the agents on establishing of customer service index, service strategy planning session, service management training, strategy formulation, Design-Train-Transfer – Frontline training to client’s trainers, setting up customer service circles, developing rewards and recognition programmes and service delivery system audit. The Results – Customer Satisfaction Index improved by 22.7 pts
This 24-months project involved end-to-end implementation across 12,000 workforce in 127 locations – on customer service survey, organizational service climate survey, service strategy formulation, service delivery system audit and improvement, Design-Train-Transfer service excellence training program to clients trainers, using activity and designed competition that is built into daily work practices to inculcate new service behavior, continuous process improvement and service performance management system
Frontline Service Excellence for a Call Centre to improve customer service levels and close the gap between customer satisfaction and call quality ratings. A new baseline were setup for call quality based on new criteria, design, train and transfer customized program for service excellence covering all service personnel, all trainers and leaders. Coupled with the clients initiatives, the client achieved over 10 points increase in customer satisfaction
Improved Crew Performance towards Better Customer Experience by establishing a process for managing service performance, identify service gaps, establishing service standards and mechanism to measure implementation and service improvements, Design-Train-Transfer the service performance management program to client.
Building an Internal Customer Service Culture where the project commenced with an internal customer service survey to measure the customer satisfaction indices of the various support divisions. Based on the survey findings, training programmes were custom designed to bring about a significant improvement in the service level of internal customers service with Motorola. Design-Train-Transfer the program to client’s trainers. Client express satisfaction with progress in the organization and improvement in the internal customer service index
Some of Our Clients
Our Service Quality Excellence Programs
Strategic Approach To World-Class Service
Most companies would advertise or announce their allegiance to satisfying their customer’s needs. Slogans are plentiful ranging from “We really CARE” to “Customer is King” … but the bottom-line at the end of the day is whether these organizations are able to consistently meet or exceed the customers’ expectations. Like any other company, there will be occasion where failure to fully satisfy a customer will occur. The issue is not if there are any – the issue is do we know when it happens.
Strategic Approach to World Class Service is about managing and measuring customer satisfaction. If indeed, customer satisfaction is an organisational priority, it becomes critical that we are able to manage and measure it. Customer satisfaction is not just advertisements or smile training programs, a slogan or a button. Customer satisfaction is about performance.
It requires a total organisational effort focused towards building a customer-oriented culture. Strategic Approach to World Class Service requires planned and researched efforts. It requires guidance.
Objectives:
This remarkable workshop aims to provide participants with a complete “toolkit” of leading-edge, continuously measurable methodologies to develop a completely integrated customer service system for their organizations. This workshop will provide a clear framework to assist organizations in evaluating where they are currently stand in terms of quality service and to offer practical pointers on how the concepts of service excellence can be applied and sustained in transforming competitive effectiveness.
You will also have the opportunity to review the best practices, and learn from the experiences of pace-setting service-oriented organizations. In addition, you will be able to understand how these successful companies have implemented and sustained service excellence.
In particular, the workshop is to enable participants to :
- APPRECIATE the importance and role of service management in contributing to the success of your organization
- DEVELOP STRATEGIES and plans to build and perpetuate customer service excellence within your organization
- ESTABLISH system to measure customer satisfaction level
- DEVELOP a step by step approach to building commitment and empowering the front-line for service excellence.
Methodology
A very interactive and stimulate approach using a combination of lectures, 60% – 70% of this workshop will be hands-on experience as well as group exercises.
Who Should Attend
This workshop is beneficial to service providers across all industries – financial, retail, manufacturing, professional, oil and gas, telecommunications, healthcare, education, tourism and government because the workshop is geared to review, and strategize the implementation of the concepts throughout the organization, the attendance of several members from the same organization would be highly beneficial.
Frontline Customer Service Excellence
This programme is designed to cover the basic elements of customer service, focusing on customer satisfaction. It provides a very sound foundation for any specific customer service programme or plans that the organization may have, possibly customize to the nature of business. The result of this programmer is the participants could easily and significantly apply customer service principles enforced by the organization.
Objectives:
- Realise and acknowledge the importance of meeting and / or exceeding customer satisfaction before, during and after any transactions involving customers over phone;
- Recognise the 5 fundamentals for first class customer service;
- Realize the importance of first impressions and its impact on their image and that of the organizations’;
- Know what makes up a professional frontline personnel, where they are in comparison and what they have to do to stand out from the crowd;
- Identify the types of customers and the effective ways of dealing with them in a variety of situations; and
- Address key gaps identified at the Analysis stage of focus group interviews, service standards setting and mystery caller exercise.
Results:
After 1-month coaching, one of the Customer Service Managers reported a 40% increase in sales through their frontliners (only)
What Clients Are Saying
