In order to develop a reputation for Service Excellence
organisations need to become customer-centric. They
need to put their customers at the heart of everything they
do whether it’s financial control, investment, marketing,
recruitment, training, sales, decision-making, process design,
organisation design, procurement, innovation, strategic
planning, indeed, literally everything is aligned to serving
The popular thought that an organisation can become World
Class by product innovation is flawed. Yes, a new product
may allow you to capture the imagination and the interest of
consumers but if your service fails to live up to expectations
then consumers will turn to an alternative supplier; a product
can be replicated rather easily, great service less so.
And the big benefit of delivering a World Class service?
Loyal customers! And the benefit of having loyal customers?
- Loyal customers will keep coming back
- Loyal customers will buy more of your products
- Loyal customers will become advocates of your
organisation which will lead to more customers
- Loyal customers are often prepared to pay a premium for
- Loyal customers will be more tolerant of any problems you
- Loyal customers stay with you and are therefore cheaper
to manage than new customers because they know their
way around your organisation.
The big issue for many organisations is they do not have the
culture, the leadership, the systems, the processes or the
people to become World Class so they need a new approach.
This course is highly recommended for all executives, senior managers and others in all sectors of the economy that
have a need to lead and embed a service excellence culture
in their organisation.