Customer Service Consultancy
Linac specialises in customer service consultancy, research and measurement in consumer
and business to business markets. We help organisations shape and define their customer
service proposition, identify the underpinning processes to obtain operational commitment
to service excellence.
Our approach is rigorous, fast and above all cost effective, delivering quick, measurable
results. We are able to support organisations in a variety of ways:
- Customer Service strategy development
- Alignment with brand values and behavioural capabilities
- Senior team facilitation
- Market research and analysis
- Best practice audits
- Customer service metrics and key performance indicators
Customer & Employee Research
Providing an exceptional customer experience at every customer encounter requires
a deep understanding of what it is your customers demand and desire. To differentiate
and improve your customer service and align employee behaviour you need to know
what the customer experience has been, what the customer's expectations are and
what your employee behaviours need to be.
Linac provides a range of research methods that are highly effective in providing
you with the data to inform your improvement decisions.
Customer:
- Customer service experience measurement
- On-line surveys
- Mystery shopping
- Postal and telephone surveys
Employee:
- Focus groups
- One-to-one interviews
- Employee motivation studies
- Analysis of key service metrics
Customer Service Training & Coaching
We provide training and coaching for front line customer service staff and managers.
Any employee that interacts with your customers needs training and their mangers
need to be able to lead, motivate and develop them. Our training and coaching is
geared to delivering positive outcomes. Results are measured through your customer
service metrics.
Team Leader Development
Delivering excellent customer service requires team leaders who are capable of reinforcing
and driving a 'customer comes first' culture. Development focuses on the leadership
and communication skills of line managers.
Front-line Staff Development
Linac's training workshops provide customer facing teams with the skills to create
the WOW factor with your customers, and leave them with the positive lasting impression
that's crucial to securing repeat business. Workshops are highly practical and work
with real work based scenarios and have an instantaneous impact back in the workplace.
Account Management Skills
Understanding client expectations in terms of account management is vital to the
retention of key accounts. Working with key account management teams we help them
to develop a more rounded and effective approach to account and customer relationship
management.