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ServiceElements Unveils Initiatives to Help Clients
Change Their Performance and Customer Service Culture
Scottsdale, Ariz. – ServiceElements, an organizational and behavioral culture enhancement company, announced new initiatives designed to help clients change their organizational performance and customer service culture.
ServiceElements is investing in new programs that leverage its prowess and deep experience delivering outstanding service solutions This is in addition to hiring additional experts in areas of conflict resolution, diversity and other important work culture related topics.
“To truly change the customer service culture, it is necessary to continuously reinforce the philosophy with various leadership tools,” said Bob Hobbi, president of ServiceElements. “We are adding new tools to enhance our ability to bring more value to our customers.”
The tools are part of ServiceElements focused and ongoing multi-phase approach called “Customer Service Training Series”.
Two new key programs of ServiceElements expanded culture service initiatives include:
1) Customer Satisfaction Surveys. To gain benchmark information on how customers feel about an organization’s service levels as well as provide valuable feedback on the progress of the organization’s service enhance initiatives, ServiceElements is introducing a Customer Satisfaction Survey program.
“We are now working closely with clients to understand what they hope to learn from the survey process and how they will respond to the information once it is collected,” Hobbi said. “
From this, ServiceElements establishes an overall project strategy that covers details such as project timing, method of gathering information, target customers, analysis metrics and measurement tools, and of course, developing the survey questions.
“Question formulation is perhaps one of the most critical aspects of the entire satisfaction survey process,” Hobbi said. “We ensure that the questions going out will produce highly insightful and actionable answers coming back in.”
Hobbi pointed out that another critical aspect of the survey process is making sure the right tools are in place to properly collect and analyze the survey information. “If the data is interpreted improperly, not only has the company’s resources been wasted, but the company may spend additional resources going in the wrong direction.”
While customer satisfaction surveys are excellent tools for determining the service levels of a company they cannot always provide the level of detail that a company wants, Hobbi explained.
Questions such as why did problems happen and how did they happen can only be answered by service professionals anonymously testing a customer’s service systems, asking appropriate questions and taking notes, Hobbi added.
2) Mystery Shopping Program. To measure service provided to customers and obtain valuable customer service feedback about your business, ServiceElements is introducing a “Mystery Shopping” program.
Providing corporate research as an organization’s quality auditor, ServiceElements can now help determine the quality of customer service, selling and up-selling skills, and product knowledge demonstrated in the course of daily business by your most visible and accessible employees.
“’Shopping’ can take place on a random basis or at predetermined times covering very specific locations and scenarios,” Hobbi said. He added that ServiceElements can help develop very successful reward-based programs that reinforce good behaviors and provide ongoing visibility to the company’s service focus.
About ServiceElements
ServiceElements, an organizational and behavioral culture enhancement company, provides stimulating, highly interactive workshops, seminars and keynote speeches to enhance, elevate and awaken the power of excellent service in various industries. Industries include Aviation/Aerospace, Banking, Construction/Home Building, Healthcare, Resort & Hotel, Restaurant and Technology. ServiceElements’ goal is to create a cooperative drive toward customer success, equipping companies and individual departments with tools to re-focus service culture and sharpening service delivery skills. With more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering, ServiceElements can provide needed techniques to help serve customers the way they demand, deserve and desire.
For additional information on ServiceElements, visit www.serviceelements.com.
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