Customer Service Excellence and Culture Change Programmes
We provide practical guidance and expert advice to help organisations ensure that the culture and climate of their business  are focused on the customer.
We offer training and consultancy services in all aspects of service excellence and creating and sustaining a customer focus.
The approach that we take is a tailored one. The messages and medium which we use are aligned to your culture and values. We work in partnership with you in a consultative and collaborative way.
Our philosophy is holistic. We believe that the investment in a service excellence and customer care strategy is a long-term one. Its philosophy needs to be endorsed from the top. We work with you to ensure that management and staff at all levels have a full understanding and commitment to caring for both internal and external customers and that this translates to their actions and behaviours.
Our experience shows that what happens inside the organisation in terms of leadership, internal service quality, employee satisfaction and retention translates into outstanding customer satisfaction, retention, profit and value.
Consultancy in Service Excellence and Culture Change
In order to bring about a culture of service excellence, there are a number of steps that organisations need to ensure are in place, as illustrated in the diagram.
For more information on the consultancy services we offer, see below:
 Business Imperatives
Top Team Clarity
Service Measurement
Customer Driven Process
People Development
Communication
Sustaining Culture Change
Reward and Recognition
Brand Alignment and Vision and Values
Customer Service in a Recession
Training Courses in Customer Service and Service Excellence
We offer a wide range of training courses for managers and team members in all aspects of customer service. This includes:
Arranging and running a successful customer focus group
Benchmarking tools and techniques
Creative problem solving
Customer care on the telephone
Customer relationship management
Customer service and selling skills
Dealing with difficult situations
Delivering excellent customer service face to face
Effective business writing
Effective Communication Skills
Emotional intelligence at work
Handling complaints effectively
ICS First impressions
Managing change effectively
Measuring customer satisfaction
Service leadership
Setting service standards & service level agreements
Selling in a customer service environment
Understanding customer types
Customer Service Material and Publications
We are published authors of a variety of customer service and service excellence books, activities and materials. The Stairway Consultancy can design tailor made customer service activities to suit your specific needs.
Our published materials include:
20 Training Workshops for Customer Care
Change Management Excellence
Compendium of Customer Service Questionnaires and Inventories
Compendium of Customer Service Questionnaires and Inventories - Vol 1&2 DVD
Creative Problem Solving
Customer Care Excellence Introductory chapter
Customer Service Skills Toolkit ustomer Service Skills DVD
Facilitation Skills
Measuring Customer Service Effectiveness
Perfect Empowerment
Practical Benchmarking
Process Improvement
Secret Service making Customer Service Work - Video
The Essential Guide to Employee Engagement
The Manager as Service Provider - Video
The Manager as Problem Solver - Video
Customer Service Articles 
Advice to a Call Centre Manager
Change Management at Midlands Cooperative Society
Change Management Excellence - Start of Introductory Chapter
Creating a High Performance Culture through Effective Feedback
Creating a Customer-Orientated Culture
Customer Focussed Leaders
Customer Care Excellence - start of introductory chapter
Customer Service in a Recession
Developing a Powerful Vision and Values to Help Bring about Change
Developing Strategy
Does your Organisation have a Customer Focus?
 Driving Growth Through Customer Service
E-service Recovery
Effective Strategy in a Recession
If Service is so Important, how come it's done so badly?
Is your Customer Service Training Missing its Mark
Keeping the Best: Employee Retention in a Service Environment
Listen and Learn
Managing Conflict in a Service Environment
Outsourcing your Services
Rewarding Service Success
Rewarding, Recognising and Motivating Customer Service Staff
Running Effective Customer Focus Groups
Service Standards and Service Level Agreements
Strategy in an Upside Down World
Twenty ways to Recognise and Reward Service Excellence
Understanding Organisational Culture
Using Emotional Intelligence to Serve the Customer
X-Ray your Organisation - How to Conduct a Customer Centric Health Check
Free Diagnostic:
Does your organisation have a Customer Focus?
Use the free Stairway diagnostics to assess your strengths and areas for improvment in customer service:
How Engaged are your Employees?
More...
Our Services
Other Training Courses
Other Articles and Publications
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