Who We AreWe are a pioneer consulting company passionate about Service Excellence and committed to helping those we work with create value for their customers and achieve their organizational goals by enhancing the quality of their customers’ experiences. Our philosophy is simple:
- Service Excellence is critical to the success of any organization.
- If you don’t take care of your customers, someone else will.
OUR SERVICESEntrenching a culture of Service Excellence in an organization is a journey that requires a sustained focus and implementation of well-planned service initiatives over a period of time. In guiding our customers on this journey, we help them through four stages of engagement that make-up our Service Excellence Programme.
- Awareness: We support the leadership team understand what Service Excellence means for the organization and what it will take to implement changes.
- Commitment: In the Commitment Phase, we support the leadership team articulate their Customer Promise.
- Implementation: We support our customers implement the service plan, including the development relevant skills and attitude through relevant training programmes.
- Continuous Improvement: We support our customers track and measure the success of service initiatives and identify opportunities for improvement.
Our interventions, within the Service Excellence Programme or independently, depending on need, include the following:
- Customer Service Audit
- Customer Service Function Optimization
- Customer Service Strategy
- Development of
- Service Charters/Service Promise
- Service Standards
- Customer Feedback Systems
- Complaints Management Systems