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“Attitude is a little thing that makes a big difference”.

Winston Churchill

Services Strategy, Skills and Culture

Our service strategy, skills and culture solutions focus on cultural alignment for optimal service delivery.

We work with clients to understand and address the people issues that are impacting the implementation of service excellence. We help organisations:

1. Unify and align
Create a clear service vision and strategy – to unify and align people to service.

2. Engage
Conduct customised ‘leading for service’ training so that leaders are able to create an appropriate, service oriented, work environment engages team members.

3. Instil knowledge, skills and attitudes
Train staff to ensure they have the knowledge and skills to deliver quality service and relate well to customers.

Equip staff with skills in the art of service recovery so they can manage customer dissatisfaction and implement ideas for service improvements.

4. Consult
Help organisations understand the links between employee engagement, customer satisfaction and profit, and reinforce those links by measuring and rewarding performance.

Address staff selection, training, retention, motivation and reward issues.

5. Measure
Conduct customer service audits to objectively measure service standards.