Improving Customer Satisfaction
Issue: You want to improve customer satisfaction. There may be a generally low impression of the service among customers or some individual clients have felt the need to complain. Perhaps the customer service ethos is unevenly represented among support staff, with some struggling with the idea of service, while to others it comes naturally - and you would prefer to present a more uniform impression of service professionalism to your clients.
Approach: There are three aspects to customer satisfaction. One is the structure of the service itself, how slickly and seamlessly it works. Often, this is a procedural issue. Another is the management of client expectations - but reactive support departments sometimes shy away from this because they fear it may imply a service level guarantee they may, through reactivity, not always be able to meet. The third is the personal approach your staff take to their work and clients.
I can help: I can train your staff how to be service oriented without being fawning - see my ‘Lively Up’ intervention. We can also conduct a health-check of your group’s general service approach and conduct.