The Customer Service Journey

Where have you got to?

1

Recruit/Restructure

The right people, in the right places, are vital. If you have no one we will recruit the right people into appropriate roles, and if you have people we will organise them into an effective structure that is optimised to scale well with fast growth.

2

Training

If you have training, we want to experience it, then we'll improve it. If you don't have any, we will create it. The training will be optimised to bring advisors (and more senior roles) up to the expected quality, fast. This is important in a growing business.

3

Processes

A review of policies and processes including probations, quality monitoring, complaints, etc will be undertaken and support provided where needed. This is not just advice, it is hands on development of the guidance and training with the individuals.

4

Reporting

The information coming through your customer service channels is gold dust. Whether we need to work with the team leaders to improve their understanding and confidence, work with Product to improve automated data gathering or both, we'll make sure you see it.

5

Leadership

Once the day to day is running smoothly and we're on top of the workload that has come through your growth, we turn our attention to ensuring your customer service leaders are equipped with the skills they need. Their role is complex and requires specific customer service management training.

6

Optimise

Using your projections we will provide an insight into what you'll need to do over the following months and years to maintain the fantastic customer service setup you have.

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