Our clients include:
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The provision of an effective customer service offer is becoming increasingly important in differentiating a business from its competition and building customer loyalty.
This said, even the most detailed of understanding of what is required in order to provide service excellence is worthless if clear actions are not communicated to the coal face.
At Nunwood we work in partnership with our clients to develop customer service action plans and communicate these throughout the business to achieve maximum effect.
Depending on your business model customer service can be multi-faceted or homogenous, fragmented or centralised.
Businesses in industries such as financial services operate within a multi-faceted but centralised framework in which there are a variety of discrete service scenarios (touch points) which must be catered to by relatively centralised teams of customer service operatives often working out of call centres.
In these situations the key is to understand the specific issues which are of importance to customers in each scenario and adapt the service provision to suit the individual touch point in question.
Businesses such as those in the retail sector, offer a relatively homogenous service which is broadly applicable to any occasion on which the customer interacts with the company e.g. speed of queuing, cleanliness of the store etc.. However, as retailers operate through a multitude of decentralised stores, the key to successful implementation of service improvements is to ensure that individual stores are provided with tailored targets and priorities designed to bring all stores up to the same consistent level of excellence. In these instances ensuring that stores are assessed fairly and targets are set on an individual store basis as opposed to being enforced through broad brush corporate directives is the key to ensuring that targets are achievable and improvements follow.
At Nunwood we assess each clients service offer and unique circumstances in order to develop an appropriate approach to prioritising aspects of service delivery and measuring success. This can involve conjoint or regression based approaches to importance measurement and a variety of data collection methods such as telephone, face to face or even on-line interviewing, depending on what is most applicable.
