Building an Effective Service Model
Balancing customer satisfaction with administrative efficiency is an art. To build an effective service model that delivers high quality customer service while meeting the needs of your organization does not happen without a well thought out plan. The strongest customer service teams are in organizations who look toward the future and build service models flexible enough to adapt to changes in their market and expand as their organization grows.
Yunes Consulting Group will work with you to develop a service model that will increase customer retention and loyalty while providing you a strong foundation with the flexibility to adapt to changes. Yunes Consulting Group will work with you to model out the various types of customers you service by products, revenue and industry. Are all your customers created equal? Do they all have the same service needs and/or wants?
Yunes Consulting Group will work with you to evaluate your current service model and look for opportunities to create efficiencies while ensuring the highest level of customer satisfaction and retention.
Yunes Consulting Group looks beyond the “status quo” and will identify areas to improve performance across your teams through improving the end to end process. Employees are the best resource to identify areas of improvement, but often do not have the bandwidth, skill set, and/or opportunity to work on process improvement. Yunes Consulting Group will engage your employees to participate in identifying these opportunities and will lead the process improvement initiatives. Employees will feel empowered through their participation throughout this process. Day to day business will continue to move forward while improvements are developed and implemented.
Policy and Procedure Documentation
Whether you are a fortune 500 company or a small business, taking the time to document policies and procedures can often fall to the bottom of everyone’s to do list. Many tasks employees perform are learned through shadowing co-workers. Overtime, this creates inconsistency in the way employees perform their tasks which eventually translates in to a wide variety of customer experiences. Having a consistent approach to the way in which customers are serviced allows organizations the flexibility to restructure territories, and or service models, while ensuring the customer experience is consistent. Yunes Consulting Group will work with your teams to identify areas of opportunity to improve or create documentation most important to delivering a consistent and exceptional customer experience.
Measuring Performance to Improve Customer Satisfaction and Retention
Yunes Consulting Group will work with you to identify the most important areas of employee performance to measure. While it may seem important to measure every task your employees perform, the metrics need to be focused on meaningful experiences for your employees and customers. Over time, as organizations incorporate measures and metrics into their business practice, they also experience an increase in customer satisfaction and loyalty as well as increase in employee satisfaction and retention. Yunes Consulting Group will work with your teams to create a set of meaningful metrics.
Training Employees to Create an Exceptional Customer Experience
Yunes Consulting Group will work with you to develop a comprehensive training plan for your employees, both new and existing. Beginning with a training needs assessment, Yunes Consulting Group will identify the most critical areas for your existing employees to be retrained and provide you with a detailed training plan.
Do you currently have a thorough training plan to onboard new employees? Yunes Consulting Group can create just that plan, which will reduce the onboarding time and ensure new employees’ training is consistent, resulting in an increase in both customer and employee satisfaction. Training programs will include case studies and on the job training.
Yunes Consulting Group provides a variety of options to meet your needs including; onsite training, virtual training and/or train the trainer.