Our Services

What we Do

 

We are on a mission to help businesses across the UK raise the standard of customer service in order to boost their brand, reputation and, ultimately, income. 

Start here

Customer Service Audit

An in-depth, independent review of customer service standards in your business.

Building strong relationships with the right customers is essential to keeping your business successful. If you’re already in business we understand that you’re already getting this right. But perhaps there is the potential to do more and improve your customer or clients’ experience of working with you? Perhaps there are ways to make it easier for your business to achieve this in the day-to-day running? Our audit will find this out.

Questions Answered by our Customer Service Audit
  • How do your customer service standards compare to industry best practice?
  • Does your product or service meet your customer or clients’ expectations?
  • How easy and convenient is it for your customers or clients to do business with you?
  • Does your customers’ experience match what you want it to be?
  • How effectively do you handle new enquiries?
  • How well do you deal with complaints?
  • What about the customers who defect? Do you know how many leave and why? Do you win them back?

 

The Benefits

We are very results-focussed and these are some of the benefits you can expect to see once we have undertaken an audit and you have implemented our recommendations:
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Much better rapport with current customers and clients.
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More satisfied customers – this builds loyalty.
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More opportunities to upsell and cross sell with the potential to increase income.
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Better understanding of the importance of keeping customers happy throughout your organisation – get buy-in from your staff.
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Clear understanding of your customer or clients’ expectations and what matters most to them.
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A customer service score and scoring system, which you can use to measure progress on an ongoing basis.
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An understanding of whether your customer service is working hard enough for your business.
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Effective administrative processes to make sure day-to-day customer or client enquiries are properly handled.
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Efficient systems in place to help you respond to new enquiries quickly and give you the best chance of securing new business.

 

Our Process

Although the word audit may sound daunting, the process definitely isn’t. We are tough on standards, and gentle on people. We will always work together, with you and your team to get results.

Pricing

The Customer Service Audit starts at £450.

To get started, contact us on 07711861000.  You can call, text or WhatsApp.

Increasing customer retention rates by 5% increases profits by 25% to 95%.

Harvard Business School

Our SOS Service

Customer Crisis Management

How do you manage a complaint so that it doesn’t escalate? Or turn a tricky client into a raving fan?

Dealing with difficult clients including those who are rude, unreasonable or threatening legal action are part of doing business.

But situations like these are still stressful. They make you anxious, resentful and upset. It’s hard not to take a complaint personally when your business is important to you.

We will help you take control, diffuse the situation and move from firefighting to getting a resolution as quickly as possible.

How Our Customer Crisis Management Service Works
  • Call, text or Whatsapp us on 07711861000.
  • Give us an outline of your situation.
  • We provide initial thoughts and explain how we can help.
  • We send you a link to make payment if you’re happy to go ahead with us.
  • We advise and help you through it.
  • You breath a sigh of relief!
Our Process
  • Initial 5 minute consultation
  • Advice on how to handle the situation.
  • Proof-read of your written correspondence to the customer or client with recommendations for changes etc.
  • Prep and coaching for handling telephone calls.
  • Support throughout.

 

Pricing

The Customer Crisis Management Serive starts at £97.

Note: If the problem is more complicated and requires more time, the cost will increase but we will agree this with you in advance.

To get started, contact us on 07711861000.  You can call, text or WhatsApp.

80% of Companies believe they are delivering super [customer service] experiences but only 8% of customers agree.

Bain and Company

Improving Customer Service

Staff Recruitment and Training

We talk to key staff members and ask for their views on what the business does well and what it could improve on. We get into detail on staff training and empowerment. We also run group staff workshops to help draw out any problem areas, ideas and suggestions.

How Staff Recruitment and Training Works
  • Call, text or Whatsapp us on 07711861000.
  • Give us an outline of your situation.
  • We provide initial thoughts and explain how we can help.
  • We send you a link to make payment if you’re happy to go ahead with us.
  • We advise and help you through it.
  • You breath a sigh of relief!
Our Process
  • Initial 5 minute consultation
  • Advice on how to handle the situation.
  • Proof-read of your written correspondence to the customer or client with recommendations for changes etc.
  • Prep and coaching for handling telephone calls.
  • Support throughout.

 

Pricing

The Customer Crisis Management Serive starts at £97.

Note: If the problem is more complicated and requires more time, the cost will increase but we will agree this with you in advance.

To get started, contact us on 07711861000.  You can call, text or WhatsApp.

I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

Maya Angelou

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