The Customer Experience

Recent research highlights that whilst organisations think they are providing 80% customer service satisfaction levels customers often feel the real number is significantly less than these lofty assertions. 

 

Service Excellence

How can we delight our customers so that they choose to come back for more? 

The complication is that the quality of customer service is largely subjective – customers decide whether the service they receive disappoints, satisfies or delights them.
 

Team Rethink

it is the little extra unexpected things that can make a difference. A friendly greeting, eye contact, a smile, timely information freely given, a follow-up phone call to check all is well. Small things that it is easy to condemn as trite.

 

Dr Peter Honey FRSA, FCIPD, FIMC 

 

Customer Journey Mapping

 

The starting point for customer experience programmes and vital to undertand the primary customer touch points and desired improvements.

 

We map your customer interactions across type, point, experience and a variety of  measurement factors so you can identify the current situatiation accurately . 

 

 

Upgrading customer experiences

Customers want it now

Customer expectations drive their perception of our performance. Learn how to build loyalty into every interaction

The Service No

We cant always do everything. But we we can do something. How can your team deliver tough news in a great way?

Moments of Truth

One lapse and the team have lost all the previous good work. Build a culture that ensures everyone delivers every time

CustomersMatter

A customer cuture upgrade will transform how everyone takes responsibility. And then watch the retention soar.

Culture Upgrade

The Rethink process delivers a bulletproof solution that gives you and your customers the best platform to exceed expectations

As behavioural consultants we help you discover your potential so you can develop organisations, teams and people with high impact and endless possibilities. We change the behaviours that drive business performance.

Get in Touch

Customer Feedback

Excellent interactions, the trainer has an excellent balance 
 Excellent facility, great resources, very professional.
 Absolutely – very useful insight in the subject matter with an outcome that can be used in the workplace.
 Great delivery, workshop, pertinent and relevant.
 Relaxing and enjoyable, with effective delivery.

Fantastic. Charles is excellent at engaging the whole room and making the activities/learning enjoyable

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