ef provides consultancy support in service quality. If you have customers, service quality is a priority.
For years companies have worked at improving product quality and now service quality has come of age. Service quality is not only customer care. Service quality also involves strategic and managerial processes which enable a holistic approach to managing customer service.
ef offers a unique approach to managing service quality: decentring and cares competency training.
Decentring on service quality
Decentring is a service quality improvement technique created by Calum
Webster. It is a psychological and numerical approach to helping service
providers see things from the customer viewpoint and improve standards.
Decentring is about perceiving things from a position other than your own. Decentring on service quality (DSQ) is a straightforward yet powerful technique that is based upon perceptions of customer service delivery. It uses hard data and developmental workshops to encourage people to direct their energies on key performance dimensions — having put themselves in the customers’ shoes. Calum has used DSQ for clients ranging from Local Government, health care product manufacturing and the hospitality industry.
Cares competency framework
ef provides a self-profiling workbook for the CARES competencies which allows individuals to begin developing themselves in these key behaviours. The workbook can also be used as a platform for customer care training and development.
Decentring and CARES
In combination, decentring and CARES provide a comprehensive, tried and trusted, creative approach to improving major of service quality - from front line customer care skills to strategic service quality process design.
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