World-class Customer Service Training

The 12-Piece Puzzle — World-class customer service in action

The provision of superior customer service in the 21st Century is a finely tuned balance of art and science. Fail to invest in this vital area however and you are potentially blowing every other activity your organisation invests in, to pieces. So, after considerable research and validation over a 3-year period, The KONA Group has distilled the 12 key pieces, which make up a world-class customer service 'system'. We call it 'The 12 Piece Puzzle'

For those organisations wishing to ensure they secure the highest possible returns from their investment in winning and nurturing customers, 'The 12 Piece Puzzle' is an organisational development project, to instill world-class service, which should be seriously investigated.

The output will be a leading edge business, which is recognised as a provider of superior customer service - and the generation of increased profitability.

Through the installation of 'The 12 Piece Puzzle™' your organisation will focus on an appropriately customised mix and match of:

• World-class customer service purpose and vision setting
• Customer service leadership and management attributes
• Enabling the right culture
• Customer classifications
• Service Level Policy development
• Competencies and attitudes
• Systems and tools
• Initiatives, promotions and action-plans
• Measurement - action and satisfaction
• Reward and recognition mechanisms - internal and external
• CRM and 'unique data'
• Opportunity and improvement processes.