Customer Service

This is a dynamic, practical customer care evaluation as well as staff development tool aimed primarily at keeping existing customers, and keeping them satisfied while simultaneously gaining more or developing greater market opportunities.

Why Companies Lose Customers *

1% Died
3% Moved away
5% Influenced by Friends
9% Lured away by the competition
14% Dissatisfied with the product
68% Turned away by an attitude of indifference on the part of a company employee

* The Pryor Report, Vol. 10, No. 4a

We provide specific customer care measurement tools and related training programmes. Among customers we have found that issues of greater importance often relate to empathy and respect, flexibility, courtesy, internal team work, product expectations, added value, pricing policies, and time factors.

Our programmes are designed to be very specific for individual organisations. And, when we analyse the results we provide evaluations of the data as well as graphs and customer satisfaction indices related to:

• the organisation
  
• each branch
  
• each department
  
• primary competitors