Developing a Customer Service Competitive Advantage
Developing a sustainable customer service advantage is not just coaching your front line people to be polite and smile. Any business can do that. We, at interFRONTIERS interKNOWLEDGE, propose solutions, which go far beyond the off- the- shelf training for customer service and can enable you to:
- Redefine customer service as a key business driver which needs to be planned for, monitored, measured and managed
- “Audit” all the processes, which are involved in the customer service experience and identify, critical factors, other than behaviors and skills, which have an impact
- Develop and embed, across the entire organization, sustainable behavioral changes which are aligned with the set customer service goals and create a customer service culture
We would “chart” your customers’ total interaction with your business, identifying the events which determine the quality of his/her experience and define them as the Moments of Truth. For each of these, we would work with you to decide what needs to be improved both in terms of behaviors/skills and other critical factors which have an impact.
Given that we are adopting a holistic approach; our training programs address the following developmental areas:
1) Customer service skills/behaviors for front line people (including call center personnel)
2) Coaching, managing and leading customer service behaviors for team leaders and managers
3) Developing behaviors to achieve alignment between front line and back office (administrative, operation and control functions) teams
We would advise you how to develop your customer service improvement initiative into an integrated approach by incorporating, other supportive practices and processes like: Internal Communication programs focused on the initiative, measurement methods, and internal service level agreements.