Exceeding in customer service
We are a team of people dedicated to developing your customer service execution. We provide all types of services, from establishing entirely new functions to centralising, digitalising and improving soft and hard performance.
We see the conversations in customer service changing, turning towards an increased focus on customer experience and the way we interact with customers. Thus, today, delivering a great customer experience is just as important as cost efficiency, or perhaps even more important, and it is moving up in priority with management focusing on developing the organisation’s “face” towards customers. The front-runners of this development are companies, e.g. Amazon, who are “customer centric” in all aspects of their business.
Improving in customer service, we focus on helping your company create solutions that:
We are a community of people who are dedicated to customer service, working with different drivers to develop your customer service delivery.
To us, the following are six drivers towards excellent customer service:
In all our projects, we believe in measuring the impact, because when we measure impact, we can see tangible evidence that the change has happened. When we start working with you, we therefore agree on the impact that you want to create and afterwards set up an impact case specifically designed for your improvement.
Within customer service improvement, we typically measure the impact by the following:
Service Operations Footprint
Be as diligent and aware of your feedback process as you are about your core processes and construct a process that is robust, speedy and reliable.
A Performance Management System for Call Center and Customer Experience Operations.
Hitting the CX sweet spot
Superior customer experiences on non-superior budgets.
The hidden potential of eliminating failure demand
Stop focusing on doing it faster and start focusing on eliminating failure demand.
Implement Consulting Group