Service Culture Change

We believe that all organisations are different - with their own unique set of circumstances and issues. When you add to this the fact that customers also have their own ever-changing set of needs - creating, delivering and sustaining a differentiated service experience is a significant commercial challenge. And yet - if we are to win customers and enjoy their loyalty, it is a challenge that we cannot ignore.

Our experience in the service culture change arena has been honed through 30 years across multiple industries and cultures. We know that in order for service to "work" - both for customers, organisations and its employees, it cannot be abstract or nebulous - it must be real and pragmatic.

Real life service is about developing a service journey that is relevant for each individual organisation given the context and needs of their customers and staff; defining and embedding the culture, standards and processes that are necessary to deliver it; and finally, letting staff wrap their personality around this.

Different steps along this process might include:

  • Design or validate the service journey
  • Develop the specific standards that are required at each stage of the journey
  • Design and/or deliver tailored and relevant engagement interventions for different roles and levels within the workforce
  • Develop toolkits for front-line supervisors / team leaders to enable them to lead, coach and performance manage their team in line with the optimum service journey
  • Develop prompt cards and other aide-memoires designed specifically for use by customer-facing staff on the "shop-floor"
  • Develop recruitment profiles and induction processes that match the requirements of the service journey