'A man without a smiling face must not open a shop.'

Chinese Proverb

Customer Service is much more than a smiling face; professionalism, knowledgeable and engaged operators, reliable and customer-oriented support systems, right first time accuracy, and many other crucial elements; but having the right attitude goes a long way also!

Here at Immediate Impact we can help you to ensure your Customer Service processes and philosophy is supporting your business - and your customers - in the best, most effective way.

Recently teamed up again, Beverley Le Cuirot and Ruth Martin, both previously of Standard Chartered Bank Jersey, and with more than 30 years each in Marketing, New Business Development, Customer Service and Banking Operations, the Immediate Impact team can share with you their tried and tested methods for effective Customer Service, Retention and Attraction.

• Have you looked at your complaints handling?
• Have you a loyal and committed fan base (customers, clients), or are your revenues shrinking?
• The idea that People engagement has a bearing on customer behaviour seems relevant, so have you stopped investing in People development?
• Have you made redundancies to stave off cost and what impacts has this had on your business?
• Are you planning your customer experience or simply reacting to it?
• How are you measuring the effectiveness of each customer interaction?

If any of the above ring true for your organisation, let us help you to get your Customer Management back on track, please contact us for an initial non-obligatory discussion.