Righttrack Service Xtra

In-company / bespoke training benefits

Righttrack Consultancy offers in-company training programmes that deliver results.

The training can be bespoke to the exact requirements of the client or selected from Righttrack's extensive portfolio of existing programmes. People are often pleasantly surprised that both these options can offer cost effective alternatives to sending a number of staff on a standard open (public) course.

Frequently Asked Questions:

What is the difference between an in-company and an open training programme?
What is the main benefit of bespoke training?
How much does bespoke training cost?

Approach

Service Xtra projects use the four key elements of the
Entirely Excellent Customer Service Model to achieve
a step change in customer service:
Vision
Processes
Skills
Results

Vision

Key focus: The Customer Service Vision needs to be agreed.
An absolute and top level commitment needs to be made and the
organisation engaged with delivering the vision.

To be an organisation that delivers Entirely Excellent Customer Service, its Executive will make it part of its culture, its thinking, and part of everything it does. The commitment, the strategy, and resources have to be committed at the very highest level. The vision must have absolute commitment from the very top.

Processes

Key focus: Designing and refining the processes and
procedures that ensure the consistent delivery of the
Customer Service Vision.

Whether current processes and procedures are highly defined or more flexible, a Righttrack Service Xtra project ensures that every part of the customer journey and each customer contact point is reviewed and refined with reference to the Vision, Mission, and Brand.

Skills

Key focus: Equiping Service Champions and Service Heros
with the skills to deliver the vision.

Knowing what to do and how to do it is the start. The Way You Do It is the magic
ingredient. It′s all about behaviours.

At the core of Righttrack Service Xtra projects, skills and behavioural training and development workshops help individuals better to understand themselves and others.

Results

Key focus: Achieving a step change in KPI's to increase
customer loyalty, increase sales, reduce costs
and deliver a return on investment.

Cascading from the business plan, every area of the organisation will have its key performance indicators, goals, and targets related to Customer Service. Monitoring and evaluating them will be in the plan. It is then for the leaders across the organisation to performance manage their teams, support and coach individuals, recognise and reward, incentivise and motivate.