Centre for Service Excellence


Share this data with representatives in your organisation who are best placed to provide the broadest of insights into why these complaints may be happening. Most importantly, before any review meeting set some guiding principles to ensure participants contribute in the most effective way. The quicker and easier it is for the customer to buy your products and services, the more likely they are to use your service in the first instance. Customer feedback can also tie in to an Employee Recognition Scheme to give recognition to the individual or team who delivered the exceptional service.

These teams are built and maintained by focusing all their communications, performance measures and processes on the customer. Once your staff have reviewed your competitors, get them to share their experience with the rest of the team. From these insights, you can identify the best practice ideas that you want to adopt within your own organisation. For suggestions on the areas you may want to review, take a look at our resource mystery shopping.

We’re looking forward to seeing the very best of service excellence from the Somerset business community. Falling revenue is something that is currently affecting many businesses, including retail organisations, construction firms and professional service suppliers. And when revenue falls, outside investment from private equity firms and venture capitalists becomes even harder to secure, meaning growth opportunities that will help boost income are not possible. Needless to say, for those higher up the management food chain, this should be a must-read if they have so far not jumped on-board the LEAN train. That said, even those who are working at a company which is LEAN-enabled may still get a lot of good knowledge from this book to help modify or emphasis a certain point.

Innovative automotive manufacturer engages Servispart Consulting to turn around global parts operation

Check out ideas on how to do this in our resource customer service training ideas. Finally, conduct a periodic review on how effective your complaint handling process is at each stage to identify improvements that can be made. Lastly, provide the team leaders with the resources they will need to deliver these bite-size sessions. For example, supply laminated cards, posters, activities, exercises and products, as well as training guides. Along with the provision of training and coaching; reinforced with great performance recognition, you can embed this level of personalised customer service and customer loyalty. Pre-empt customer questions by explaining what to expect at every stage of the customer journey.

  • This two-way interaction is essential for long-term service excellence.
  • As a receptionist, you’re the face of a business – the first port of call for customers and clients.
  • However, if well thought through, the scheme will normally pay for itself with the additional customer service results achieved.
  • Eversheds Sutherland is a global provider of legal and other services operating through various separate and distinct legal entities.

Actioning customer feedback is a vital part of delivering excellent customer service – and the important word here is ‘actioning’. Giving your customers a platform to share their views, let you know what works well and what doesn’t, and make suggestions, is a great way to gather grandprixproducts.com feedback. But it’s acting on that feedback to make changes that really counts. This will also help you to deliver a more personalised service – whether that’s tailored to the specific needs of your client, a building’s tenants, or an individual visitor to your site.

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In particular, look for ways of streamlining customer service processes at each stage of their journey. Identify the best way to capture customer feedback across the organisation. You can also include feedback from peers and managers where they notice a team member giving exceptional customer service.

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They enable you to form a consistent framework for measuring different candidates against. This will ensure you are more likely to recruit the right person rather than a reliance on your gut instinct or collective perceptions. For example, give feedback about what is going well, as well as offering coaching for skills needing development. For specific help with this, see our resource performance appraisal methods. If you’re still not sure what will be the most rewarding to your employees, ask them what they would prefer. You can then gain feedback on the scheme through staff surveys and performance reviews.