Unsurprisingly, this is the biggest clue of all. Implementing a Continuous Improvement Program alongside Net Promoter Score or other customer satisfaction platform will help you target the areas of greatest friction first.
Perhaps it’s not just your customers who are unsatisfied. If capable staff aren’t empowered to deliver superior results then management might be in need of coaching.
Low win rates and higher rates of churn or credits can be symptomatic of underlying customer experience issues. It's key to understand the behaviours behind the metrics.
Failing on the basics
If it’s taking too long or excessive inputs are needed to get basic tasks completed then your systems and processes potentially need a fresh approach.
Culture of apathy
Unanswered phones, slow response times, poor attention to detail, continual failures, teams working in silos all contribute to an unhealthy atmosphere that needs to be addressed appropriately.
I create tailored workshops that address the key issues then support your team as they put teaching into practice. This blended approach of theory and practice is the best way to embed new skills on the front line.
Personal development is key to progress and draw upon psychology and performance coaching techniques to help your key staff be more self-aware and more effective across a range of scenarios.
Great culture depends on a very specific set of “ingredients” that most companies simply don’t have in place. It’s worth pursuing though because cultures that foster open communication, cooperation, innovation and a win/win mentality can achieve the extraordinary. I can help you address toxic behaviors and start building a vibrant and generative culture.
When the service operation fails to evolve in line with customer needs then friction and aggravation will arise for staff and customers alike. I will work with you to identify challenges in the customer experience and find a way forward that delivers effective change.
Sometimes what is required to unlock service excellence is an integrated approach. I can blend coaching and training while working to deliver programmatic change to ensure that we’re covering multiple aspects of the service operation.
The journey towards Service Excellence is rewarding on multiple levels. It’s not always straight forward though and a fresh perspective and helping pair of hands can help get positive change initiatives over the line so let's chat.