A model for future design of customer service/ organisations with the customer at the centre of everything the customer service/organisation does.

Key Benefits

• Develops everyone's understanding of the processes that matter when delivering brilliant customer service
• Focuses the management team on capability improvement to bring about success
• Encourages the management team to challenge the existing measures and replace with measures that drive improvement
• Reduction in roles that do not add value and increase in the percentage of roles that ultimately satisfy customers
• Challenges the contribution that everyone is making to the teams success
• Highlights the percentage of players who are not directly satisfying customers
• Encourages players to contribute to the success of the team
• Everyone understands their role and how it fits into the organisation
• Brings improved coaching language to ensure common understanding

Delivery

• Facilitated by one of our trained specialist consultants

Timescales

• One day workshop agreeing design and capabilities to be measured
• Two weeks developing the understanding of the new design
• Six months agreeing the roles required to deliver the new design