Managing the Customer Experience
EM-Power uses the following process to help companies maximise the Customer Experience with its clients. Based on the model originally developed with British Airways and incorporating the Crosby Continuous Improvement Philosophy, the process defines critical activities necessary to ensure consistent excellent service delivery in five specific areas:
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Establish a clear Customer Experience strategy and culture.
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Ensure the correct people are in place, with the correct skills to deliver outsanding personal service. -
Establish clear material service delivery processes.
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Ongoing reinformance in terms of process improvement and quality monitoring.
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Management playing a key role by acting as a champion for these principles on a daily basis.
We build these services around our successful book, Deliver Outstanding Customer Service. Based on proven techniques, skills and over 25 years of industry experience our programmes are then customised to meet your specific requirements and are designed to improve customer satisfaction and loyalty levels.
Here is an overview of the services we offer. Please refer to our About Us page to view our process to develop and deliver your customised service.
Essential Customer Service Class
Essential customer relationship management is a focused, interactive session designed to introduce service providers, whether in technical support or customer relationship managements departments, to the "nuts and bolts" of customer interaction skills.By reviewing key techniques for communicating with the customer, providing a framework for managing the customer interaction, and a process for calming difficult customers, the program addresses the core methods necessary to deliver exceptional service and delight your Customer.
Exceeding Customer Expectations (ECE)
We believe that your support staff can be the best sales staff you have; they just need the correct skills. ECE is a customised, interactive two day class designed to improve Customer Satisfaction, increase Customer Loyalty and overall Profitability. We provide your staff with the correct "soft skills" to manage the "Moments of Truth" and handle all situations by building a truly collaborative partnership with both external and internal customers. The class contains customised role-plays from your environment so the participants can practice the skills in real world situations.
We believe that your support staff can be the best sales staff you have; they just need the correct skills. ECE is a customised, interactive two day class designed to improve Customer Satisfaction, increase Customer Loyalty and overall Profitability. We provide your staff with the correct "soft skills" to manage the "Moments of Truth" and handle all situations by building a truly collaborative partnership with both external and internal customers. The class contains customised role-plays from your environment so the participants can practice the skills in real world situations.
Management Coaching
EM-Power believes that the whole management team must be committed to the Customer Experience Strategy in order to reinforce the message at every opportunity. This one day workshop provides the management team with the skills to understand the strategy, know how to communicate it to their teams and how to coach their individual team members on their day-to-day activities and customer interactions.
Interviewing Skills
In order to consistently exceed customer expectations, we need not only a clear strategy but to find the right people, with the critical skills required to provide exception customer support and service. This interactive, one day workshop takes the participants through all aspects of the recruitment, interviewing and selection process. Using the acronym "RECRUITS" the workshop provides detailed skills for each step within the recruitment process.
In order to consistently exceed customer expectations, we need not only a clear strategy but to find the right people, with the critical skills required to provide exception customer support and service. This interactive, one day workshop takes the participants through all aspects of the recruitment, interviewing and selection process. Using the acronym "RECRUITS" the workshop provides detailed skills for each step within the recruitment process.
Call Centre Certification
EM-Power can provide a "snap shot" of your Contact Center to compare your current performance with other companies in your industry. From this short evaluation you can determine your areas of strength and opportunities for improvement. The areas covered include Call Management, Problem Management, Performance Measurements and Soft Skills. Following the evaluation you can determine if you need specific process re-engineering work or require a more in depth SCORE report on your whole Support Center.
Customer Focused Project Management
Whether you are new to the role of Project Management, or a seasoned project veteran, Customer-Focused Project Management provides a structured methodology and a set of practical tools to improve your ability to deliver projects on time, within budget, and with consistently high quality. By keeping the customer as the focus of the Project Management Process, you create a proactive and collaborative environment, where the customer becomes an extended member of your team, and a partner in addressing project risks and issues.
Whether you are new to the role of Project Management, or a seasoned project veteran, Customer-Focused Project Management provides a structured methodology and a set of practical tools to improve your ability to deliver projects on time, within budget, and with consistently high quality. By keeping the customer as the focus of the Project Management Process, you create a proactive and collaborative environment, where the customer becomes an extended member of your team, and a partner in addressing project risks and issues.
Support Center Evaluation
This evaluation is a comprehensive and detailed review of your Call/Support Center operation to determine how you are currently performing in six key result areas:
· Business Focus · Service Culture · Operational Performance · People - Skills · People - Motivation · Tools & Technology. A detailed report with improvement recommendations is provided
Process Re-engineering
In addition, EM-Power's experienced high-tech professionals can provide detailed help and advice to re-engineer key processes and procedures, such as:
In addition, EM-Power's experienced high-tech professionals can provide detailed help and advice to re-engineer key processes and procedures, such as:
· Call Management · Problem Management · Escalations · Service Level Agreements · Use of Tools & Technology And many other areas....
Proactive Account Management
In order to maximize revenue from its major customers, many organizations institute a Major Account Management process to coordinate activities between sales and support, streamline service delivery for major accounts and surface additional service opportunities. EM-Power can help organisations design and implement a Major Account Management methodology, including facilitation of meetings, design of relevant processes and training of internal facilitators.
Please contact for further information or to discuss your specific needs. Contact Us Now!
In order to maximize revenue from its major customers, many organizations institute a Major Account Management process to coordinate activities between sales and support, streamline service delivery for major accounts and surface additional service opportunities. EM-Power can help organisations design and implement a Major Account Management methodology, including facilitation of meetings, design of relevant processes and training of internal facilitators.
Please contact for further information or to discuss your specific needs. Contact Us Now!
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