Achieving Superior Levels of Service
Companies, organizations and departments that consistently provide superior levels of service have at least two things in common: At the employee level, their people are well-educated in service delivery; and at the organizational level, their corporate priorities are well-aligned among their departments, divisions and job functions.
Many companies have challenges with one or both of these characteristics. ServiceElements provides the experience and expertise needed to address all facets of the service delivery systems. Helping companies to achieve superior levels of service, requires ServiceElements to spend time up-front to thoroughly understand the unique issues that are impacting their service levels and culture.
This up-front assessment includes a customer satisfaction survey to get a real-world view of a company’s service strengths and weaknesses from the customers’ point of view. Quite often a company’s view of itself is not exactly the same as that of the customer and users. ServiceElements also conducts interview sessions with the company’s leadership team to fully understand their strategic goals, short- and long-term objectives and to get a sense for the corporate culture.
Additionally, ServiceElements interviews company employees and program participants. This not only helps ServiceElements to become familiar with the company at the employee level, but also provides participants with a one-on-one introduction to what is ahead and what they should expect. This process enables the program to start prior to conducting the workshops —- sometimes with homework being assigned ahead of time.
Based on this insightful input, ServiceElements architects and composes a customized program to raise the service culture levels throughout an organization. The program is rolled out to employees through a series of highly interactive workshops (between eight and 30 people per workshop) that can be half days, full days, two days or any combination of lengths depending on the program. The initial sessions are complemented with follow-up programs every three, six, eight or 12 months.
Additionally, based on the initial findings and information collected during the education process, follow-up work is done with management to keep the learning and improving process continuing. This includes feedback, culture enhancement strategies assessments and recommendations on the next steps.
Most importantly, after all of this work…the question is: “has it really helped?” ServiceElements goes to the only people who really know — by conducting follow-up customer satisfaction surveys.