Improving the customer experience

The customer experience is central to our approach in whatever organisation, function or department we are working in, regardless of whether it is internal or externally facing. Therefore the changes we help to facilitate in any area will always have an impact on the customer.

Where we have been asked to focus directly on improving aspects of customer service, we have:

• developed customer service improvement programme for employees based on customer survey data
• Designed and develop customer service training materials/programmes across multi disciplinary functions
• Devised customer service targets for teams
• Established evaluation and feedback monitoring
• Implemented service management processes/programmes