Customer Loyalty

A client was keen to enhance the branding and image of their organisation to ensure that the experience their customers received was consistent and high quality.

We worked with the organisation to review the range of processes and engagement approaches that the business used to ensure that regardless of where the customer entered the business, the […]

Complaints Handling

Our client commissioned a series of workshops for its customer service staff following a review of its quarterly customer complaints.

The idea behind the workshops was to explore issues from a range of perspectives including the customer, team member and organisation. The interactive sessions examined through role play the impact and experience that […]