We reach a full understanding of your company, its employees and clients in order to be able to provide you with a full scale picture of how each action affects your business. Our services are tailored to meet the exact needs of the business and an individual programme is installed for each of our clients, however, some of the methods are as below.
- We provide periodic reports and statistics to enable you to track customer service performance.
- We monitor your customer service by visiting nominated outlets at an agreed frequency.
- We extend your quality assurance programme to the intangible elements of your customer service.
- We help you to look at your business through the eyes of your customers.
- We help you ensure all your outlets are giving a consistent level of customer service.
- We help you spot any employees who may be driving your customers away.
- We check the service provided by each branch against your laid-down customer service standards.
- We provide a measuring facility for inter-branch competitions and personal performance rewards.
- We confirm whether your staff are promoting those services and products they have been instructed to promote.
- We check that advice and information your employees are giving is accurate and conforms to any legal guidelines which may apply.
- We benchmark your service against that offered by your competitors.
Research shows that it is the quality of human interaction which has the greatest effect on customers’ perception of a company. Therefore where there is little difference between competing products or services, quality customer service can give the competitive edge.
High customer service standards enable many firms to charge a premium for their products. Yet in many ways, good customer service can be a nil cost item. So improved customer service is one route to increased profitability.
Repeat business is another key profit-maker. Repeat business comes from ensuring customers are genuinely completely satisfied with – and preferably pleasantly surprised by – the quality of your product. Repeat sales save unnecessary expenditure on advertising and promotion to attract new customers.
It is possible to predict that as standards of living rise, the more quality, convenience and service will become important relative to price. An investment in a strategy of quality customer service now is therefore an investment in greater future profitability.