THE OPTIONS
SPEAKING (ALL ASPECTS OF CUSTOMER FOCUS)
An address by Jillian Mercer for your conference, important meeting, or executive get-together will be challenging, lively and interesting - guaranteed every time.
Delivery is interactive and presentation is designed on adult-learning principles to build on the vast knowledge of any audience.
Jillian is a highly motivating speaker who builds on the knowledge of her audience to develop a clear picture and solid learning about the topic of Customer Focus.
Presentations include handout notes and evaluation by audiences if required.
KNOWLEDGE-BUILDING
Training, Development, and Knowledge-building programs can be custom-built to meet your needs. Service Transformation has a huge body of intellectual property (IP), and libraries of resources to build a program for your needs.
Your staff will know how to, and what things to do differently when they return to work.
All aspects of CUSTOMER FOCUS are covered including:
Skilfully Handling and De-escalating Complaints, and
Surveying Customers;
Quality and process improvement;and,
serviceprocess design and engineering
We custom-build sessions that consider the needs of your staff every time whether they are from senior management or from the front line.
Adult learning techniques are used throughout, and learning outcomes are built into all aspects of the session according to your requirements.
Jillian Mercer is a fully trained and qualified Educator who has taught in both Australia and Overseas, in the corporate sector, in High Schools and at University level. She has conducted knowledge-building sessions throughout Australia and Asia, for staff from the front line through to corporate executive level.
WEBINARS
If you have sites that are geographically spread, we can develop webinars for broadcast to all staff sites.
Staff just link into a url and the presentation starts art a set time. Questions can be asked throughout the presentation and are answered in tandem with the presentation. Staff receive/retain a copy of the PowerPoint slide show and “handout” notes can be printed by them on site.
INTERNATIONAL STANDARD ON COMPLAINTS-HANDLING
All about Customer Complaints
A full department of customer complaints management services are available:
We offer:
- Audit (to establish a benchmark for development to meet ISO 10002:2014).
- Service Standards based on ©Nine Rules of Good Customer Service framework.
- Policy and procedures framework.
- Forms (custom-designed and ready-to-use in your business).
- Leadership coaching and mentoring in leading complaints-management
- Staff training in-house (all levels)
- Competencies for complaints-handling officers.
- Surveys to produce actionable input using Voice of the Customer methodology.
- Ongoing support from Service Transformation (including complaint incident trouble-shooting for escalated complaints).
CUSTOMER SURVEYS
We will build feedback instruments (surveys) for you to hear what your customers want to tell you.
Online, hard copy, plus social media surveys can be developed to hear the voice of your Customers(VoC).
You will gain actual, “actionable input” to guide you on what you need to do differently to align with your customer expectations.
This method of Voice of the Customer goes beyond the feelgood feedback from so-called “satisfaction “ surveys.
All surveys used by Service Transformation are based on the ©9 Rules of Service and 54 demonstrable and measurable Service Performance Indicators (SPIs).
CUSTOMER SEARCH SESSIONS
Using a unique method to hear from your customer, Customer Search Sessions operate beyond the constraints and limitations of so-called customer focus sessions.
You will really hear what your customers think you do well, do badly, and need to do differently.
Your Executive Team stay in the room, and observe what the customers really think and say. The method allows invited customers to feel safe to really express what they want to tell you but were too afraid to (or thought you didn’t care about).
The unique, Customer Search Sessions have been used in a wide variety of industries and sectors. In every case, the customers deliver invaluable business insight to guide your strategies and practices for enhanced service.
Why use “mystery shoppers”? There is no need to when you have real, pavement-walking customers coming to you on a daily basis whether face-to-face in your bricks and mortar site, or via online or social media.
DEVELOPMENT AND IMPLEMENTATION OF CUSTOMER FOCUS STRATEGIES AND PROGRAMS
We can also custom-build programs to meet your business needs.
Approach To Developing Excellence In All Aspects Of Customer Service:
STEP 1: Audit existing processes/survey customers.
STEP 2: Develop plan for building, implementing andimproving Customer Service
Framework of ©NineRules of Good Customer Service.
STEP 3: Develop service performance indicators using©Nine Rules of Good Customer
Service).
STEP 4: Implement Policy and Procedures.
STEP 5: Conduct Training of all staff (including management).
STEP 6: Ongoing management of Customer Focus processesand systems.
Approach to Developing Excellence In All Aspects of Complaints-Handling and –Management
STEP 1.Audit existing process.
STEP 2. Develop plan for building and implementing complaints-management system
STEP 3.Develop service standards based on © Nine Rules of Good Customer Service.
STEP 4.Implement complaints-management policy and procedures (based on
International Standard).
STEP 5. Conduct knowledge-building training of all staff (including management and
executive).
STEP 6. Ongoing maintenance and management of Complaints-Management processes