Customer Service Consulting

“Profit in business comes from repeat customers, customers that boast about your project or service and that bring friends with them.”  W Edwards Deming

At Orion, we believe that the example from the top of the organisation should embody customer service values.   Strategy should be easily translated into meaningful goals so that everyone, even in the furthest corners of the community, understands why what they do is important and how it fits into the overall scheme of things.   Everyone should be engaged and act in the best interests of the organisation as a whole and not just their area of responsibility.

Our work in this area includes the following:

Customer Service Culture

We work with Executive Teams to establish or refine the customer centric culture at an organisational level; redefining the values, culture and desired behaviours for the organisation, cascading the results throughout and working on initiatives to truly embed the cultural change.

We have particular experience in working with organisations post merger or acquisition to ensure cultural integration and the creation of a single vision for the future.

“If you’re not serving the customer, your job is to be serving someone who is.” Jan Carlzon, ex-CEO SAP Group

The Role of Leaders and Managers

We work with leaders and managers to refine their own behaviours and help them to lead by example.  We enable them to grasp their role in establishing employee engagement and setting a climate in which their teams understand their contribution to the business.  We also work with customer service teams to ensure they understand that they are the customers’ window into the organisation and that they have a direct impact on acquiring and retaining clients within the business.  We also focus on enhancing understanding of 'internal customers' to ensure that all employees, no matter what their role, understand their contribution to the business.

Frontline Service Delivery

We work with frontline service delivery areas to enhance the customer service approach and the customer experience.  This aspect of our service ranges from education around customer ethos, to redefining client interaction processes, to reviewing and redefining customer service Key Performance Indicators (KPIs).  This aspect of our service sits hand in hand with our Operations Management consulting approach.

As with all of our consulting, we tailor-make solutions for your business, based on listening to your needs, understanding your business context and the issue you are looking to solve.