We offer expert training and consultancy in how to engender and sustain a customer-focused organisation. Our experience in customer service shows that what happens inside the organisation in terms of leadership, internal service quality and employee engagement translates into outstanding customer satisfaction, retention, profit and value.
Consultancy and Training in Customer Service
In order to help your organisation put the customer at the heart of your business, we provide consultancy and training in customer service. We help businesses establish their priorities for customer service via analysis of Business Imperatives for Customer Service. We work with senior management teams to ensure that there is Top Team Clarity for Customer Service and that leadership behaviours are aligned to customer-centric values. We also help organisations to design and utilise Customer Service Measurement that allows them to track customer satisfaction and retention. We have wide experience of helping businesses to ensure they have Customer Service Driven Processes.
A large part of our work centres on Customer Service Training. We have wide experience of developing peoples' customer service skills, attitudes and behaviours via our comprehensive range of customer service trainingand development. This includes customer service training for leaders, managers and front line staff on a wide range of topics including complaint handling training.
We recognise that Communication around Customer Service is a key element in Sustaining Culture Change in Customer Service. We provide advice in this area as well as methods for Reward and Recognition in Customer Service.
Ultimately we know employees who deliver the brand have a long lasting impact on customer perception, customer retention and loyalty. We work with businesses around the topic of Brand Alignment and Vision and Values for Customer Service and providing consultancy, training and advice particularly in delivering Customer Service in a Recession.
For further information on our customer service consultancy and training email us or call on 01628 526 535.
It is commonly acknowledged that the quality of leadership in a service organisation influences the service orientation of its people.
Stairway offer specially designed service leadership programmes aimed at increasing the customer orientation of leaders in service organisations. We use the principle of the service value chain (developed by Professors Schlesinger, Heskett and Sasser of Harvard Business School) to illustrate the pivotal role service leaders' play in creating value and growth for the organisation.
We work collaboratively with service leaders to design leadership interventions which enhance service leaders' skills, attitudes and behaviours. For further information on our Service Leadership™ training courses please contact email@example.com us or call on 01628 526 535.
Customised customer service training
We offer a wide range of customer service training programmes designed for managers, front-line and support staff. All our training is tailored to the specific organisation and designed to bring about improvement in customer satisfaction and retention. Our training is is customised to the organisational environment and results orientated. To see the comprehensive range of customer service training we design and deliver, click on Customer Service Training.
Customer service publications
Stairway has written a large number of books, manuals, toolkits, articles and DVDs on the topic of customer service. To view our wide range of publications, click on Customer Service Books and Articles.
Customer Service Podcasts
Watch the latest Stairway podcasts to discover practical tips on how to ensure customer satisfaction in a recession and how to delight your customers.
Download Free Customer Service Diagnostics: Assess your organisation's customer focus and employee engagement
For more information on how we can help your organisation develop its customer service capability, please contact firstname.lastname@example.org or telephone 01628 526535.
We have a wide range of Training Games, Activities, Toolkits, Books and DVDs.