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NEW! Service Insights
Customer 1st is offering Service Insights - our online service improvement tool - to large and small businesses, allowing fast and effective assessment of service standards, gaps and improvement priorities. Service Insights operates wholly online, and combines the perceptions of customers, employees and managers to produce an accurate diagnosis of where a company should focus its resources to transform the customer's experience. Find out more via Contact Us.
Subject matter experts in customer service
We are subject matter experts in customer service. We advise on a customer service strategy and framework to suit your specific organisation. We write and publish customer service learning resources to enable businesses and individuals to adopt a customer centric culture, thereby improving the customer's experience.
We provide all the development tools - online qualifications, bespoke e-learning modules, blogs, books and e-books - that organisations and individuals need to transform service experiences for customers.
My needs have been listened to, the ideas and suggestions I have made have been built upon and together we delivered on time, to budget...
Top level buy-in Establish a deep understanding and commitment at the highest level of what a customer centric organisation looks like to a customer.
Customer insight Base the customer service strategy on customer insight, collected using a range of feedback methods.
Customer service strategy The organisation needs a clear, realistic plan to build its customer centric culture.
Customer centric processes Processes for delivering service are the heart of the business and should be designed around customers.
Customer centricity learning Individual learning and development will build the customer centric culture.
Reward and recognition Reward and recognition supports initiatives to improve customer centricity.
Service performance management Effective performance management enables the organisation to monitor progress towards customer centricity.
View information on our customer service courses:
NEW! Service Excellence Induction Certificate
Our new online primer covers all the main elements of customer service. It's perfect for employee inductions, customer experience refresher training, or as a base-level introduction for people new to customer service. The course is fully online and self-paced. Taking around 8 hours to complete, employers can be confident that those who pass all the quiz-style assessments have the prerequisites for service-related job roles. Click here to find out more through Contact Us.