PROBE for Service
The key to a highly profitable business - excellent customer service.
The key to excellent customer service - highly motivated staff
Some companies have found very satisfied customers are 6 times more likely to repurchase from them than satisfied ones, and yet for many organisations, in both the private and public sector, achieving good customer service is a challenge. Our own data tells us that less than 3% of organisations achieve world class levels when assessing themselves against the PROBE for Service framework.
In the current economic climate customers will become more and more demanding, and more inclined to defect to a competitor or, in the public service context, to protest more vehemently for better service. So, it is vitally important that organisations know how well their service value strategies measure up.
“Without great employees you can never have great customer service.” Richard F. Gerson
The key to great customer service is to have people working for you that like what they do and who know that the organisation that employs them is striving for a culture that is focused on great service to customers and employees alike.
For many organisations the first stage on the journey to service excellence will be to assess their current position. How well do they measure up against their peers and how are they perceived in the eyes of their customers and employees?
PROBE for Service is a proven methodology that will demonstrate how business practices relating to employee and customer satisfaction and retention are driving the performance of an organisation. It will provide positive business returns through identifying actions that directly link internal activities to customer retention and ultimately to profitability.
Undertaking a PROBE for Service and acting on its findings can achieve:
- A rapid identification of strengths & weaknesses for practical improvements
- Improved Customer Service and Employee Morale
- Greater Customer Satisfaction and Retention
- Reduction in staff absenteeism and an increase in productivity
- A competitive advantage and greater profitability
If you would like to become a PROBE facilitator we offer a comprehensive training package and great value licensing arrangements to enable you and your business advisors/consultants to access the PROBE for Service assessment tool, or
If you are an organisation that would like to find out how you measure up against your competitors and peers