Customer service is usually addressed only at the point of service. Improving customer experience by addressing only front line people usually doesn't deliver sustained results. Our approach takes a strategic view and encompasses all the components of your company that go into delivering an excellent customer experience. This includes leadership, management, back office and front line staff

Customer service training is usually a one size fits all affair. Our approach includes observation and diagnosis of your specific customer service challenges. Then, we develop a plan to solve your individual challenges in delivering consistently superior customer experiences.

We work with your whole organisation! Your customers' experience is a result of what every person on your staff does, not just the ones facing the customer. This includes back office / support staff, management and leadership!

Customer service improvement is usually approached from the point of view that it's for the benefit of the business. Many staff members don't understand how it benefits them. Our approach takes both points of view into consideration, which produces higher levels of commitment from staff and improvement in their attitudes. It even drives continuous improvement.

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Training can quickly fade if it is not regularly reinforced and refreshed. This problem is compounded by staff turn-over. Our approach involves sessions that occur over a longer time period to ensure that training and results reinforce each other.

Customer service interventions typically begin and end with customer service training and don’t acknowledge that customer service is an advantage that needs to be managed. Our approach provides methods and tools to track and continuously improve the level of customer experience your company is providing, thereby creating loyal customers.