Customer service

Organisations that have established world leading reputations for customer care and have used outside resources to facilitate this process will have got 5 basic things right - Things which PDM believe underpin all successful Customer Care Training Programmes. 

•  Management at all levels are convinced, involved and committed to the programme. 
•  Time is given to effective and customer focused research. 
•  Training must be essentially simple, accessible for staff with differing levels of education or intellect 
•  Training should be in short, frequent bursts - a little, often. 
•  Good customer service should be evaluated, celebrated and rewarded 

Our consultants have worked with clients, particularly in the banking and financial services industry to define customer service standards, implement incentive programmes and develop customer service skills based on research data from focus groups, customer surveys and secret shopping.

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Last modified: 28 September, 2003