Development Programmes
Improving customer experience together
Together rather than alone. Service mindset is best embedded when responsibility is shared across several shoulders. Driven consistently by leaders in their day-to-day leadership – and supported by selected employees in daily operations. This is exactly where our development programmes come in. They equip internal ambassadors with the skills and tools needed to ensure peer coaching works effectively within teams. And customer experience grows.
Service Coach Development Programme
The path to professional service excellence
Fully motivated instead of resigned. A Service Coach supports colleagues in challenging situations and provides guidance in everyday service interactions. By introducing a Service Coach role, you complement leadership work and strengthen consistent implementation from within the organisation. The result is a distinctive spirit of professional and genuinely warm service – including in roles without direct customer contact.
Train-the-Trainer
Empowering employees for service excellence
Accelerating instead of braking hard. Our programmes are always tailored to the specific needs of our client organisations. At the same time, we work extensively with multipliers to strengthen service excellence from within. This requires well-qualified employees who are prepared for this role. In customised in-house train-the-trainer programmes, tomorrow’s trainers learn how to deliver planned programmes professionally, practically and with motivation.
Service Manual
The structure behind service quality
On track instead of out of control. Customers rightly expect consistent and excellent quality. The secret of service champions lies in clearly defining their service processes – including the what and the how of interactions with customers – and documenting them in Standard Operating Procedures (SOPs). Clear service processes ensure consistent service quality and reduce errors. They provide structure for every employee from day one and answer the key question: “What is my contribution to genuine customer delight?” This is exactly what our Service Manual delivers.
