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The New Model of Excellence

Thursday 2nd April 2015


The Model of Excellence™ is Performance in People’s (PiP’s) framework to help clients stay ahead of competition in their market. You may already know about the 3 levels of the framework; Explicit Standards, Consistency, and Sustainability. Everything you need to create a real, sustainable and effective change in your customer service delivery and sales performance. For a refresher on what each level means, click here.

PiP has introduced new sub sections within Level 1: Explicit Standards of The Model of Excellence™ framework. Typically when setting your explicit service standards, it is important to recognise and feature 4 key factors: Environment, Process, Knowledge and Behaviour.

ENVIRONMENT

Measuring the general ‘housekeeping’ of your outlet is a vital part of the customer experience and we all know about the importance of first impressions! PiP has designed a product specifically to measure the general environment of an outlet, for example, parking, customer facilities, and product displays. To find out more about our auditing services, click here.

PROCESS

Employees need to know exactly what is expected of them if they are to work to a given standard. Identifying the most efficient and effective processes, in line with the customer journey and service expectations is key in providing an excellent and engaging customer experience. PiP’s Customer Engagement Programme is designed to do just that. We consult with customers, specialists, store sales advisors, managers and head office staff to create, launch and roll out an effective development programme.

KNOWLEDGE

Attending a one day training course, business conference or roadshow event will not automatically make anyone a super hero when it comes to customer service or product knowledge. For example, it’s like wet mud thrown against a wall: most of it immediately slides of, but some of it sticks! PiP has developed a service specifically designed to identify and test how much knowledge is retained after a training event or business conference. To find out more, click here.

BEHAVIOUR

PiP has invested a great amount of time focusing on customer facing behaviours. Behavioural Measurement Score® (BMS®) is an objective way of measuring and developing customer facing staff behaviours. BMS® measures six key behaviours that influence the customer experience: Friendly, Enthusiastic, Professional, Interested, Attentive and Helpful.

Performance in People provides innovative training, business coaching and training consultancy solutions to world class clients. If you would like to know more about what training packages we have to offer, contact us today at: info@performanceinpeople.co.uk or give us a call on: 01983 568080. We would love to hear from you!

Mystery Shopping | Training | Audits | Customer Surveys

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