Creating a culture of service excellence is a transformational process to help companies strengthen their brand promise, reinforce company values, engage employees and ultimately increase sales through improved customer satisfaction.

Our Indispensable Solutions approach to achieve service excellence is to focus on three key elements – standards that guide employee behaviour to ensure consistency, employee empowerment to allow the personality of each individual to shine through and alignment with our clients’’ brand promise and company values.

Creating your new service culture

The Indispensable Solutions Bespoke Service Culture consultancy is a fully integrated seven-step programme to assess, build and implement a bespoke service culture of excellence aligned with the client’s’ brand promise and company values.

Our seven-step process includes the following:

  1. Assessment of current service levels through structured interviews, focus group discussions, mystery shopper analyses and stakeholder surveys.
  2. Recommendation of a tailored training module and evaluation report with short-term deliverables and long-term strategic plan.
  3. Collaboration with management teams to develop service values and vision.
  4. Development of core service standards for each stage of the customer journey.
  5. Design and delivery of individual service training for managers as leaders, supervisors as coaches and employees as on-site service deliverers to bring the service culture to life.
  6. Development of internal trainers to deliver programmes devised to sustain behavioural changes.
  7. Planning and implementation of performance standards and project evaluation metrics.

Enhancing your service culture

The Indispensables
For clients that wish to enhance or elevate their current service programme, we offer “The Indispensables,” a menu of 20 ready-made initiatives that can be selected individually or combined to address specific service challenges or opportunities.

The Indispensables address the full range of service culture excellence ranging from understanding the luxury customer, employee empowerment, service recovery, luxury etiquette and cultural awareness.

The Indispensables are initially delivered in one-day workshop sessions and can be topped-up as clients need to on-board new employees or launch new products and services.

For more information on The Indispensables please contact us – details below.