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Customers may be clients, service users, colleagues, members …
Whatever you call them, our approach to customer service draws on
people's personal experience of being respected, listened to and
appreciated. It then encourages each person in the organisation
to find ways to apply these attitudes to the people they meet through
their work. By encouraging these values we can begin to transform
the experience of work and make it both fulfilling for the providers
and ultimately more satisfying for the customers.
Over the last 3 years Carol Mathews and Nick Weir have been working
with one of the UK's largest charities to develop a customer service
workshop that is now rolling out to over 40,000 staff and volunteers.
We have developed a full customer service programme that puts customer
service at the heart of the way an organisation works. We are keen
to work with clients who are willing to build customer service principles
into the core of their organisational strategy and implement these
principles throughout the organisation.
We work with senior managers to design a long-term customer service
strategy. We then help the organisation implement a series of measures
that provide every individual within the organisation with an opportunity
to contribute to customer service improvements. Our aim is for this
process to be self-sustaining as soon as possible.
Carol
and Nick
would be pleased to discuss the potential of this programme to put
your customers at the heart of your strategy.
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