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The Service Review Process
We develop a Framework for conversation with your client. We ask for a score out of 10 for current service before any discussion.
For example:
- ‘What do you think about the service overall’ = 7/10
- ‘What specifically needs to change to bring that up to 10/10?’
- If they score 10/10, we ask, ‘What is it that they do particularly well?’
We then produce exact client responses to back up those numbers. We ask broad, open questions, designed to build empathic relationships with your clients so that they talk to us about the real issues they are facing:
- With the current service
- With what they want and feel they need to have
We code the answers to identify the patterns and trends in both your current performance and in the current expectations of your clients towards great customer service.
by using specific customer responses to ensure the precision, usefulness and weight of our coding to give you the most precise information and knowledge; information and knowledge that you can use to move your service ahead of your peers and competition
Value Added Process
We model excellent customer service as we conduct the Service Review and deliver excellent customer service from the outset, and all the way through the project. By understanding your business and processes we can react and channel client comments in real time getting immediate positive results for you.
By escalating appropriate client comments you are able to change clients’ perception of your service immediately.
Our Reviewers are trained to:
- Build instant rapport
- Be flexible and conversational
- Respond to individual comments/situations
- Be precise in recording exact responses Build instant rapport
- Be flexible and conversational
- Respond to individual comments/situations
- Be precise in recording exact responses
Reporting
We deliver a report that will:
- Focus your service and culture on the wants and needs of your clients/customers
- Reveal overall trends and patterns in the delivery of your service
- Recognise and target the specific areas for development
- create a base line for your future vision around leading and managing your performance successfully
- Identify real points of leverage in the organisation
- Identify what needs to be done to take You to a position where it is ahead of its game and carefully re-positioned for accelerated future growth
- Develop a plan for continuous improvement of your service, people and performance
We then provide 1-2-1 coaching and tailor make workshops for your teams to improve service. Read more....
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