Improving Customer Services Performance

Service performance

Customer service teams are a vital part of delivering a great customer experience. How a query or complaint is handled, whether over the phone or face-to-face, will make all the difference between customer satisfaction and defection.

Delivering the brand promise
We have a thirty year track record of working with service teams to change the way they engage with customers to be able to engage effectively with customers to deliver the brand promise.

Improving the coaching skills of your sales and front line managers can have a dramatic impact on the performance of your sales teams.

Sales through service
We can also give your teams the ability and confidence to use the service point of contact to generate additional revenue, through upselling and cross-selling other products and services. We call this “conversational selling”.

Service transformation
We use a blended approach of classroom training, eLearning and workplace coaching – through our coaching program – to transform the way your team work, giving them the skills, attitude and behaviors they need to succeed.

Delivering results
In terms of results, it varies from business to business, but we see performance improvement across a wide range of metrics:

  • Higher customer retention
  • Improved Net Promoter Scores
  • Growth in average order value
  • Changes in behaviour
  • Increased employee motivation and reduced attrition

Please have a look at our case studies to see more detail of the results we have delivered for different clients.

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