How to achieve an exceptional service for the Customer (CS) in 3 phases


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In this dossier you will find how to achieve an exceptional service for the Customer (CS) in 3 phases:

  • Increase Customer Satisfaction
  • Improve results
  • Align and point the whole organization towards the Client.

Phase 1 – Take Off

You bring together, either face-to-face or virtually, a subset of the organization which represents the whole system.

In this meeting, the whole of the system which we want to mobilize is aligned towards the objectives.

Each and every one of the participants design how to contribute and come out having generated collective action.

All the strengths of the organization are aligned towards the client.



Phase 2 – IMPULSES

Through sessions, we reach in a matter of weeks everyone who is in contact with the client.

We inquire into what is exceptional for the clients and what is already happening.

We use Positive Deviation. We bring out all the capacity that each person has to contribute. From these impulses arise initiatives that are put into effect the next day.



Phase 3- DNA


We are successful in keeping the initiatives and behaviour within the organization.

We achieve this through the methodology called Expansive Circle, putting emphasis on that which is repeated: the DNA. This guarantees that the learning is constant.

The change comes about in the direction of the objectives of customer service, from the knowledge of the protagonists.




You can check the opinion of some of our customers, like  Schweppes Suntory Iberia, Salesforce, Artiem or Eroski in this dossier.


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