REACT Customer Excellence Centres (CEC) are designed to enhance the ongoing customer service strategy of an organisation. The CEC have evolved from our expertise in working with clients on different types of projects. We realised the need to align all the different service initiatives, including company standards, service principles and service measurement. It is on this principle that the CEC design was modelled.
The starting point for any customer service strategy should be to do a gap analysis to establish customer needs. These standards are then linked to operating standards. Thereafter staff should be included and educated about the standards and the expectations from them to fulfil these standards.
The CEC can assist in introducing and educating staff on basic Customer Service elements that could assist them to best serve the customer. The employment of colourful, graphic intensive visual aids and literature creates awareness and excitement in service delivery and staff motivation. The motivation that stems from the CEC is crucial for the success of any on-going customer service programme. The Customer Service Measurement results are linked and displayed in tandem through the Customer Excellence Centres. Selecting a CEC is very effective; this theme can then be linked to any other initiatives. For example if your campaign initiative includes e-mail etiquette in period two, then your CEC will support material on this theme for the same period.
CEC aligns all customer service initiatives visually to heighten the customer satisfaction focus by creating a simple understanding and support reference point that would support and enhance your specific customer satisfaction programme from inception to completion.
The REACT CEC is adaptable to your individual requirements for maximum effect.
The CEC is very effective in:
- Introducing your Customer Service Initiatives
- Introducing basic Customer Service guidelines
- Creating excitement and awareness about Customer Service Initiatives
- Aligning all customer service initiatives
- Displaying Customer Service measurement results
Customer Service does not happen accidentally. It needs to be carefully defined, planned and managed. The REACT Customer Excellence Centres combines not only your strategic aims and objectives but also ongoing co-ordination that ensures that your customer service campaign is sustained.
Professional memberships
IMM, MSPA (Asia/Pacific), ESOMAR (Europe), SAMRA