Customer Care
Customer Care
Failure to meet the customer's needs, costs!
It costs in terms of lost revenues, lost talent, lost loyalty, lost respect, lost value and lost profits!
Customer service is an attitude. It starts within the organisation and permeates out. It requires a burning desire to constantly and consistently exceed the needs of the customer. Customers want to deal with people not organisations. Focus on equipping your people with the attitude and skills to connect.
Create memorable customer experiences. Align customer interaction to your brand and image. Generate more revenue from clients. Increase employee pride and engagement. Exceed the need!
Good service should be memorable. It should be part of the DNA of every company. The quality of service a company delivers says a lot about the health of that company. People who are well managed manage their customers well! Like all OnTrack solutions, we develop them to meet your specific needs. From workshops to multimedia e-learning, we produce something that will get the best results for you.
This product area is led by Mary Tillson. Mary has developed her expertise in her private and business life. She has been in the world of customer care for some 30 years now. She helped establish the first Customer Care Call Centre for American Express and went on to jointly run their Authorisation department which was a 24/7 global function.
She has analysed 1000's of customer interactions which provided the basis to develop a range of techniques, tools and approaches that have proved to be highly successful. Clients she and her team have worked with include: Toyota, SITA, Diageo, Iron Mountain, Dorling Kindersley, Virgin, Jaguar, Barclays Bank, HBOS, and many more.
Our approach helps:
- Develop a customer care culture where employees are passionate about exceeding the expectations of the customer
- Identify best practice and the skills and attitude required to deliver outstanding customer care
- Improve interpersonal skills and emotional sensitivity to create positive customer relationships and experience
- LAQUST – managing conflict and turning complaints into compliments
- Life Positions – identifying and developing the mind set and attitude for a customer care culture
- CATALYST – developing an energising customer experience
Financial Sector
We developed a customer service excellence programme for the Retail Academy of a FTSE 100 financial institution. The programme designed was a blended solution, which enabled the learning to be transferred back into the workplace, and bring about behavioural change. The key theme through this programme for our client was around fixing their "leaky pipes" and finding solutions to fix them. Working as a team to identify what their customers: want, need, and value and then identifying tangible solutions were core to this programme. Additionally, the programme explored how each area manager could motivate and enable their local teams all around the UK to deliver Service Excellence within their own area. The programme was targeted at the 800 managers within Retail, and would impact the 5000 employees who collectively reported into these managers.
Airline industry
A major programme of design, delivery and development of a team of Champions within this airline, to deliver the programme to 1800 employees which centred on two key initiatives- 1) Experiencing the Customer Journey – A highly motivational and interactive 1 day event delivered to 150 at a time, the intention being to motivate, enthuse, inspire and develop a hunger to learn more, and to change behaviours, followed by: 2) Getting Closer to the customer- a 2 days skills programme delivered in smaller groups. The critical focus of this solution was to remember that customers are human first and foremost, and to adopt a ++/win-win mentality towards every customer. This in turn drove an Adult communication style, leading to positive outcomes for all parties at each customer touch-point.
Airport and airline technology company
This was a global programme for a global company, to develop a Customer First mentality, which led to Customer First behaviour. This mentality was then explored to discover how it can drive up business success and growth. The focus was on developing this mentality with individuals into a collective which would lead to an organisational mentality. In addition to developing this positive mentality, the teams were taught a range of skills and techniques that enabled them to deliver exceptional customer service, which was in keeping with this global company's value system.
Customer Care MasterClass, Customer Care at the Sharp End, Customer Care Leadership.
Testimonial
We look forward to further interaction with OnTrack International. You provide a first class service with an immediate and long lasting effect.
Senior Vice President, Global Project & Portfolio Management
Ferring Pharmaceuticals
