Part three of Amanda Green’s interview with The Chartered Quality Institute on achieving Customer Service Excellence

Part three of three.

Why is it important to avoid a one sized-fits-all approach to training?

If you can identify who needs what training, where, when and why, then you can appropriately assign your people to courses, and this has massive cost benefits. For example, you could put 10 people through a very brief assessment to see what they know and what they don’t know, and then decide what learning or coaching each individual needs dependent on their level of ability. This is much more effective than putting everyone through the same 10-hour course. You’re just wasting time, resource and money if you sheep-dip everybody into everything.

 

How do you embed a standard of excellence into a company culture?

You need to standardise training and processes and give clear messaging across the organisation – with clearly defined competencies of what is required of each individual (this can be set by role, division or department). You also need a central hub of information that can be accessed by everyone. It’s a good development and competency management tool that helps to drive engagement and build a learning culture, resulting in excellent customer service.

 

You’ve worked with some big companies, such as John Lewis and Eurostar. Why are these organisations so good at getting customer service right?

John Lewis and Eurostar are prepared to invest the time and money to get it right. It is high on their strategic objectives and when it’s coming from the top there’s real effort being put into developing the right technologies, assessments and more. They also take it very seriously. These companies are not just saying they are good at customer service – they really want to prove it.

 

For more insight read our whitepaper: ‘Customer Service Excellence: Whats (really) holding you back?

 

Amanda Green

By Amanda Green

Amanda Green,

Principal Consultant

As Principal Consultant for Cognisco, Amanda provides consultancy to a wide range of public sector, multi-national and blue-chip clients to help them explore employee knowledge, behaviour, attitudes and confidence. Amanda utilises various methodologies for the assessment and reduction of behavioural characteristics indicative of violations and non-compliant work behaviour.

Amanda works with clients and associates to design and deliver bespoke assessment solutions and interventions and evaluate the results, in terms of ROI. Clients include: John Lewis, Network Rail, QinetiQ, BP, Centrica, Eurostar, and Heathrow Express to name a few.

Amanda utilises various methodologies for the assessment and reduction of behavioural characteristics indicative of violations and non-compliant work behaviour. She has recently designed and implemented programmes to embed work-based safety and compliance in a number of sectors, including: munitions, retail, transport, financial and medical. These projects included the development of situational judgement tests to evaluate understanding, confidence and likely behaviour, in given situations. These approaches have proved highly effective in identifying behavioural indicators of risk and provide a platform for targeted interventions.

Connect with Amanda: uk.linkedin.com/pub/amanda-green/a/662/908

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