Developing an outstanding service experience together
Our style follows a simple and effective model, as shown below.
We deliver service ‘education’ not ‘training’
We start by diagnosing the issue and deciding on your ideal service aspiration. We talk about what the service pressure and development points are, both internally and with external customers. We also look at how your company can build a shared service language and culture that allows every employee the chance to bring service to life.
It might well be a case that you are unclear on exactly the service experience direction you would like to go in. That's perfectly understandable; in such cases, we can undertake a customer journey mapping exercise to get a better grasp of service dissatisfiers, satisfiers and examples of excellence . We look at your internal business case and business commitment. Through innovative tools like our qualitative secret shopping approach you'll be learning vital facts about what's going well and not so well – and, crucially, these facts will be from your customers' perspective.
What matters most to your customers
The design stage is where we map the entire customer journey, from engaging people and process as well as the environments that your customer habitualises. We also design your organisations service education program. We strive always to find multi-faceted answers, while still holding onto the all-important tenet that every brand is defined by its service experience.
Our key aim in this process is to make it truly collaborative: rather than imposing a design ‘from above’, our overriding goal is to draw on the strengths of your teams. This collaboration works on three levels: you understand exactly what we are doing and why; we learn about your customers' expectations and, finally, we engage and involve your staff so they feel a part of the solution from the beginning, a key ingredient to sustaining change.
We help you track improvements
The Realise stage is when everything comes to life. This stage is about service education: working with the outcomes of the assessment that has already taken place. It encompasses a range of activities from hosting focus groups to partnering with workplace psychologists, from running workshops to managing service coaching sessions. We accumulate data and interpret it in minute detail; we then deliver key, actionable insights, both to you and your colleagues. Central to our work is education rather than training: educating your employees gives them deep, long-lasting insights into how service excellence can be attained.
All of the stages of the Potentio journey are educative. This one, however, is particularly focused on developing a usable skill-set in your staff. We bring customer experience to people who may never have considered it part of their role, as a way to differentiate and create success. While our passion is service experience, our purpose is educating, coaching and instilling your key values throughout all the teams in your company.
What matters most to your customers
Studies show that 80% of education happens on the job, not in the classroom. Often employees return to their busy workplace and the training they received quickly becomes a distant memory. So, how is our education sustained?
Our performance support services use coaching techniques to positively affect staff behaviour, understanding, attitude and skills. We personalise the learning and build an engaged, service mindset within your employees. We inspire managers to take ownership of their team's learning, use inspiring leadership practices and on the job coaching skills, and radiate a positive attitude consistently. We also use innovative monitoring practices that lead to benefits for you and your customers, both in the short and long term. All this is critical for high performance and for real return on investment.
Before we meet you, we research your business' service experience. We then tell you what we've discovered.
For more detail our phone number's 020 3176 4272 or send us a message through our contact form .