This programme provides you with an in-depth external review of the standard of customer service delivered by your business and provides you with a manageable plan for improvement.
The programme starts with a number of visits to your site, spent getting to know your company and its objectives, and discussing our requirements. We have a look at your systems, and procedures, and employ observations and short interviews with staff at this stage. We gain a clear understanding of your customer touch points.
Customer Relationship Management
We take a look at your strategies and operations supporting your customer relations, together with the technologies you are using to support these.
We have a look at any customer evaluation work you have already done, and their outcomes.
We devise a customer evaluation questionnaire. This is not an off the-shelf-product but is tailored closely to your business and its touch points.
We conduct a mystery shopping exercise, carried out in compliance with the Market Research Society’s Code of Conduct. The exercise is tailored carefully to your business and its scope is devised together with you.
We have a thorough look at your website and give you our view on how well it rates for doing all it can to attract and inform customers. Your website is likely to be the first touch point, and many customers will keep coming back here. Are you taking full advantage of this?
We analyse and report all our findings to you in a comprehensive written report, including recommendations for improvement.
We present to the whole organisation, or the audience you have specified, setting out the findings and recommendations of the report.
Workshops and Training
We devise and deliver workshops tailored to the outcomes of the review, which provide staff with the opportunity to work on and explore specific customer service areas and issues, in a friendly, supportive and hopefully enjoyable environment.
Half- and one-day training sessions tailored to your needs can be provided. Advice on nationally-recognised qualifications is available.