SERVUS offers the ability to have all facets of your customer service delivery monitored and rated by your customers. The World Wide Web is only one aspect of your customer’s exposure to your company’s customer service experience.
SERVUS can work with your people to train them to be truly customer focussed. The training is in conjunction with the unique SERVUS feedback and accreditation system.
The key to the success of this program is that our staff behaviour is constantly under review (as it is anyway by our customers) AND we have feedback on this behaviour that allows us to modify and reinforce behaviours to deliver more of what the customer likes and less of what they dislike.
This system involves commitment from senior management to ensure that every member of staff sees the business as the customer truly sees it not how they think or would like the customer to see it. More details can be viewed at www.servus.com.au
An Executive Overview is delivered onsite to help directors decide whether this program has scope for application.
A Management Briefing is then delivered to senior management to ensure understanding and commitment.
Memberships are based on business units as customers tend to deal with a specific business unit and judge the company on that basis.
Business Unit managers plus one staff member attend the one day SERVUS Essentials training.
Business Unit managers then attend a half day Management Workshop to develop a plan to manage, monitor and measure the customer service delivery in their business.
SERVUS then delivers a Welcome Workshop on-site to launch the program to all staff.
Businesses then commence the SERVUS Feedback, Reporting and Accreditation.
Other members of staff may then attend SERVUS Essentials training and upon graduating from that are eligible to enrol in The SERVUS EDG an ongoing program of development in business and customer skills.
Feedback can be reported on through web based reporting that allows almost real time reporting of customer responses.
More information is available via www.servus.com.au
The Investment varies based on the number of business units and training services required.
|
|
|
|
