Customer Service Management

  • Service skill audit and gap analyses
  • Organizational culture, Paradigm shift and change management consulting
  • Customer communication and feedback systems
  • Service excellence training
  • Service staff outsourcing
  • Operational excellence implementation
  • Mystery shopper and customer experience appraisal services

Giving a voice to the customer is a sure way to ensure that our clients repeat sales and achieve customer retention. We help design and implement robust frameworks for customer communication and feedback systems to enable our clients feel the pulse of their customers. We also design sector-specific customer service management systems aimed at creating, evaluating and managing customer experience, and ensuring that the entire management and staff of our clients’ are on the same page with respect to customer focus. We conduct service skill audits, gap analyses and service skill trainings and help our clients evolve a service culture that seeks to exceed customer expectations and establish our clients as industry leaders. Effective service culture depends largely on a huge dose of human intervention guided by a passionate positive attitude aimed at pleasing customers. The understanding and effective application of emotional intelligence and relationship management principles in dealing with diverse personality types and business situations complete with their peculiarities has often differentiated industry players and defined the markets dynamics in various sectors. Our commitment is to help to inculcate the service attitude in our clients’ people, equipping them with the competence to create that wow experience that builds brand loyalty with direct and recognizable impact on bottom-line.