Developing a customer service culture

Building customer relationships
Customer management applies to all organisations, wherever they might be in the supply chain. The priority is to satisfy the end consumer. Companies that develop winning service formulas are more likely to be profitable, grow in market share and inspire highly positive word of mouth among the people they satisfy.

Superb service has always paid dividends.

Enabling service excellence
However, good performance in service is not an accident. PERSONAL BEST has the ability to advise clients on critical people issues inhibiting the implementation of service excellence. We can help identify the challenges and develop strategies to deliver the outcomes that clients are seeking.

The service profit chain

Most organisations focus on attracting new customers rather than retaining existing customers, even though the cost of attracting new customers is up to 10 times more expensive. PERSONAL BEST focuses on the organisation's internal environment, culture and processes that create employee and customer loyalty contributing to revenue growth and profitability.

We help organisations understand the links between employee satisfaction, customer satisfaction and profit and to reinforce those links by measuring and rewarding performance on that basis.

Service profit strategies
Initiatives in implementing an effective service profit chain might include:

• Creating and communicating a clear vision and strategy for superior service to every employee at every level so that service quality is personally important to everyone in the organization.
• Developing strong leaders who act out a strong passion for customer management and champion a commitment to service excellence.
• Conducting customised service leadership training emphasising trust, empowerment, teamwork, coaching and performance management.
• Measuring employee satisfaction.
• Addressing staff selection, training, retention, motivation and reward issues so that key people with the right qualities can be depended upon.
• Developing a service excellence and sales culture that embeds a passion for customers into the organisation's values.
• Equipping staff with skills in the art of service recovery so that they can manage customer dissatisfaction and harness and implement ideas for service improvements.
• Analysing and improving how the business is organised and structured so that processes and systems are aligned to staff and customer needs.