improving people performance
better customer service
[ < back ]
Cycle of service
Our approach to building a better customer experience is called the “Cycle of Service”.
Traditional approaches to improving service focus on “initiatives”, “process changes”, “staff training and incentives” and “customer service charters”.
Staff are exhorted to be “customer-focused”. They can work in the short term, but usually get forgotten after a while, till normal service is resumed. Essentially these are top-down initiatives that are handed down to the staff.
Our creative thinking in behaviour-based customer experience service programmes start not only with the upstream business strategy but at the sharp end. Using our “touch-point” thinking, we work to understand service from the customer point of view, with the people who actually deliver it.
We identify the “magics and tragics” of customer service delivery, and then develop highly-detailed and measurable action plans to improve the customer experience and then train line managers in reinforcing improvement and success to make it a habit. So customer experience improves, for the long run.
And better customer experience brings higher conversion rates, lower customer churn, and higher transaction size. In addition, and perhaps more unexpectedly, the reinforcement process brings higher staff morale and engagement, lower staff turnover, retention of the best people and so on.
[ < back ]
