Service Excellence
North Star Consulting goes beyond on-off trainings to get at the core of service excellence, by;
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Quickly assessing organization needs and opportunities.
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Working with organizational leaders to create a culture of exceptional service that extends to all levels of the organization.
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Developing training programs customized for all roles in the organization.
North Star’s approach to service excellence begins with a high-level assessment of the customer experience, identifying areas that may be hampering a positive experience for your customers. This process typically includes:
Customized Assessment Tool
A customer service assessment tool will document specific aspects of the customer interaction, ensuring consistency across all inputs to identify patterns, trends and opportunities.
Stakeholder Interviews
Interviews with key personnel in outward facing departments (director, mid-level manager and front-line representatives) and a selection of organization customers will get at core issues and potential barriers to service excellence.
Customer Service Survey
North Star designs online survey instruments that help organizations gain insight into customer sentiment and employee observations that can be used to help tailor your service excellence program.
Mystery Shops
Assessing the current customer experience through a series of “mystery shopper” contacts, in person, by phone and via email, utilizing the metrics identified, North Star gets real time insight into the customer experience. Making contacts at different times of day and days of the week, utilizing a variety of team members ensures mystery shoppers are not identified.
Website Assessment
Your website is often the first exposure to the customer experience. North Star's comprehensive website review includes testing common user scenarios, digging into the analytics and scanning content for best practices. Once this review is completed, North Star can implement changes directly or provide a detailed roadmap to enhance your site within the capabilities of your existing content management system.
Email Review
North Star often requests a random sample of recent email correspondence related to customer experiences, positive and negative, to learn what feedback customers are providing and how common requests are being handled.
Comprehensive Action Plan
The input gathered during the assessment is ultimately translated into in an actionable set of steps designed to create or enhance your service culture. This often includes:
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Leadership alignment around service excellence
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Customer service training
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One-on-one and team coaching
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Benchmarking and KPIs
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Ongoing feedback mechanisms
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Presentations to policy boards and executive leadership