If you are not thinking about customers, you are not thinking. (Ted Levitt)
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Successful companies and their people follow a structured plan, rather than have a collection of random events. We would suggest the following approach for companies that want to enhance performance …
Begin with an internal diagnosis using our well-tested and comprehensive tools to discover the current company culture, infrastructure and relationships impacting on customer care efforts. This survey will not only indicate perceptions, but will also point to specific areas of strength and weakness in the company’s approach and culture. (A survey of customers, suppliers and other stakeholders can also be conducted up front to discover their views on the company’s performance when it comes to satisfaction and loyalty. If such surveys already exist in your business, then we can review these without having to do another survey.)
Brief senior managers in an “Executive Overview Workshop”, at which we will discuss what we have discovered so far in the diagnosis, to finalise plans for future implementation, and on their role. (One to two hours.)
Train a Customer Service Action Team which will plan for and implement the plan to create your new culture and infrastructure. (Typically three to four days based on your current needs.)
Schedule staff on Training Workshop(s). The training, up to two modular days in duration depending on your needs, is aimed at managers and front-line staff; it includes basic customer service skills, enhanced skills, and more advanced management skills. (Different groups may attend different courses based on their needs.)
All training is fully customised, and we can adapt workshops and facilitation for people with various levels of sophistication, and also for internal sales versus external staff. We also recommend that training is spread out over a period of a few weeks, and managers and team leaders attend with their staff if possible.
Do It All Over Again: The change process is then diagnosed and monitored once again using the survey described above, and we hand over the reins to your management team. We also include ongoing telephonic, email and even limited face-to-face coaching for every delegate to help maintain and improve skills – at no extra cost to your business.
A number of stand-alone additional workshops, seminars and talks are also available to support and reinforce your strategy.
