Service Focus

There’s a clear link between selling with the customer in mind and performing service-related work.  You can’t do one successfully without the other, yet it’s surprising how many companies try to.  The key is finding a way to develop skills and behaviours that meet your customers’ expectations and your own needs whilst reinforcing a customer focused culture.

Our Approach

We believe customer loyalty is the Holy Grail for a successful business.  Not just apathy but a real active intention to both stay with the business and to promote it to others.  So simply delivering “smile training” is not enough.  Excellent service comes from putting people who like people in customer handling roles and then ensuring process and procedures give the support needed.

Our service focused approach tackles the challenges of delivering an excellent service to customers in an ever-changing world.  The first step should be to ensure your customer is central to your business culture and not just considered in typical customer-facing roles.  Next might be to conduct research into how well you are meeting your customers’ exacting standards by using techniques such as mystery shopping and net promoter® surveys.

Having trained and focused teams in place means you are more likely to get it right first time. Nevertheless, occasionally things will go wrong.  Your commitment to service recovery can generate even greater loyalty in your customer base.  Adopting a positive approach to understanding customer needs at difficult times – language, attitude, empathy, timing, reliability – all demonstrate a customer focused culture.

This style of pulling the customer in, rather than pushing them away, provides more opportunities to gain the personal satisfaction your people undoubtedly feel in a job well done.