Becoming Customer Driven ::

Workitect provides consulting and training to help organizations improve external and internal customer service quality. Our approach includes:

Assessment

To help uncover your organization's service quality strengths and areas for improvement and recognize how your organization's commitment to service is perceived by employees and customers.

Planning

To confirm commitment from senior management to do what it takes to make quality service a priority and convert the commitment into action plans that create lasting change and a true customer focus.

Training

To provide employees with the competencies needed to achieve superior customer relations. Workitect's integrated training programs are customized to an organization’s needs and instill a set of organizational values, a common language and a spirit of teamwork that creates "positive memorable experiences" for customers. More importantly, our programs give people skills that your customers will notice. A typical curriculum would include programs for all employees with customer contact, for coaches and supervisors, and for managers.

The Power of Customer Feedback in Building Relationships between Suppliers and Customers is a one day workshop that provides participants with the tools needed to take the first step toward building a customer-focused organizational culture. As suppliers, participants learn how to obtain and use customer feedback. As customers, they learn how to take the initiative to provide suppliers with feedback about expectations and to improve relationships with suppliers. Participants learn to:

Create alliance and partnership relationships.

Manage customer expectations.

Measure customer satisfaction.

Validate customer perceptions.

Discover customer priorities.

Create a forum for future dialogue.

Convey a commitment to listen.

Identify and support individual customer advocates and supplier advocates.

Produce a tangible action plan.

Energize and engage the entire workforce.

Develop customer defined improvement projects for internal action teams.

Plan next steps, including alignment of values, strategic planning, training, measurement, communications and team building.

The 40-item Customer-Focus Competencies Inventory provides feedback to service providers on the degree to which they are demonstrating eight customer-focused competencies.

Related Documents

Becoming Customer Driven [99kb PDF] provides additional details of this comprehensive approach.

Service Excellence for Staff [88kb PDF] is a program that helps staff functions improve their service to internal customers.

Upgrading the Service Level of HR [2.3mb PDF] a 5-page Human Resource Professional article, outlines ten steps HR departments can take to improve their impact on internal and external customer service.

For HR Departments and Teams [79kb PDF] outlines a Workitect program that helps human resource departments function as effective teams providing outstanding service to internal customers.

Service Quality Payoffs [138kb PDF] outlines a model for improving service quality and lists statistics from different industries that demonstrate the ROI of programs that effectively improve customer service and service quality.

“The new economy was built on a promise: The customer would finally be in charge. Why do so many customers feel betrayed?”

“It’s the people, stupid. You can take any management discipline from the past few years – total quality, reengineering, enterprise resource planning, and now CRM. In every one of those instances, the failure has been addressing behavioral issues.”

FastCompany