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This video is from one of our customer service grid series of pods, which covers setting standards and targets.

If you haven’t met the pods yet, please check out our demo site. 

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the Everest of excellence

This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.
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It’s really important to realise that once you have provided added value to a customer, then that customer will assume that level of service is now ‘taken for granted’.  So an AV only impacts once on the customer as an AV; thereafter it is a TFG.  And so the quest begins again to find a new AV for that customer.  And that is how customer service continuously improves, step by step – AV to TFG, AV to TFG.  Great companies know this, and use it to consistently achieve and improve, excellence.

In this context, beware the ‘one offs’ or ‘special offers’.  Unless you tell the customer that that’s what they are, the customer will assume they are now standard, and part of the service to be expected.

Getting to the top – achieving world class status – means climbing above and ahead of the competition.  The way to do this is to use TFGs and AVs.  Start by identifying your TFGs, and meeting them; then find AVs and deliver them.  As a result, they become the new, improved TFGs; so find some more AVs, and deliver them, and as a result, set even better new TFGs.  And so on.  If excellence is your goal, never assume that delivering TFGs alone will be enough.

want to chat about how you could use the pods? … please get in touch :-)

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*online booking is available for half day workshops only. If you are interested in customised length or content, please get in touch and we’d be happy to help.

Live Poll - Mitsubishi - 06/21 - Lift Off

Group

We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…

We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…