Improving customer service

You may have a multi-million-dollar marketing budget and award-winning advertising spruiking your commitment to customer service, but the way you interact with your customers on a day-to-day basis is the opportunity to impress or disappoint. Like any long-term relationship, it's the little things that count.

If you can respond to your customers' needs, in a reasonable amount of time, with the correct information then you have built a relationship. If, along the way, you do something to make life a little easier then it's a bonus. Surprise and delight your customers and they may even become advocates.

With many companies who work at improving the customer experience, it's not so much about working out what projects will deliver improved results; it is about prioritising projects with the greatest impact.

It is likely your business already understands the problems, but needs assistance to prioritise, measure and implement the right projects. It might also be, your business needs help executing projects. SEMA provides the on-going leadership and coaching to keep your projects on-track.

SEMA's people have experience helping some of Australia's largest organisations deliver improved customer service through projects like these:

• Process change identification
• Process re-engineering, implementation, testing and trialing
• Integration of multiple legacy systems into a single system
• Transformation of call centre processes
• Integrating of areas such as call centre, IT and transaction processing
• Senior leadership support and mentoring
• Internal resources such as change management and process improvement material
• Coaching
• Program monitoring
• Evaluation