What do your customers say about your service? Are they positive advocates,
evangelically spreading the word about what you do and how you do it? Or moaning
to everyone who is within earshot about how let down they felt?
If you have defined and marketed your service offer you will need to make sure you live up
to your pledge or it will backfire with spectacular results.
Be clear on what you can do and spell
it out in a way that your
customers know what to expect – then exceed it!
A success story….
A modern, successful and innovative university with a long and proud tradition of teaching and research, slap bang in the middle of the Pennines.
In a nutshell the VIBES dilemma was….
Create an interactive event for final year students of the Certified Institute of Personnel and Development at Huddersfield University. The session needed to equip the delegates with an understanding of the valuable service they provide as HR professionals to their internal customers and helps them market this service to their client base.
What we did.
We have run the interactive day for the last 3 years – each time we listen hard to the feedback we receive and adapt and evolve the session to meet HR specialist’s needs. We work closely with Jan Carmichael (Head of Division HRM Huddersfield University) and Mark Horan (Senior lecturer) to create a stimulating event that shares best customer service practice and a pride in delivering and marketing the service they offer.
Our results.
HR specialists attending the event said
“It was great to get real life examples
of customer
service in action”
“The relevant examples made it easy to relate back
to real work life situations”
“I was happily surprised at how much I have learnt!”
How we can help
There are lots of possible solutions – and we would want to get to the real root of your vibes dilemmas, however, here are some ideas of what we could do…
- Clarify exactly what your service offer is and identify the best channels through which to market this offer
- Coaching for your senior players
- Marketing to your customer training sessions
- Materials and aide memoires for your customers to get your service message
Inspirational one off events that will focus your team upon delivering against your service offer. We did something similar involving vibes for Dorothy Perkins
click here to find out more
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