Providing service on the phone at a variety of touchpoints could be challenging, and difficult to execute, with a seamless approach.
This has been one of the challenges faced by Esteem, a company which provides IT systems solutions.
Skill4 designed and customised a customer service solution to help different teams understand the role they play within the supply chain - and the impact of their behaviour on the customer.
The Skill4 CARE model is a key part of our approach to dealing with a customer service operation, and has helped the Esteem teams to reflect on their contribution to customer satisfaction, and to effect behavioural changes resulting in increased customer satisfaction.
The Skill4 approach is flexible and encourages service providers to turn reactive, customer-initiated activities into proactive approaches. When the phone is a key tool, taking this approach will assist organisations to add value to their offering during service and sales interactions.
