Customer Service Consultancy

Service Standards Development
Successful sales and service delivery is driven by explicit standards that match your business requirements. Performance in People is experienced in offering a range of customer service consultancy services and developing standards that meet the current service, sales and economic climate.

"What Performance in People have done for us in the last six months has been transformational. The programme has given our crew a simple and clear customer journey to aim for, and importantly the coaching tools to support them to deliver it."

Mark Seager, Multi-Channel Director

3 Step Programme

PiP will work with you from the initial research studies right through to rolling out new standards to stores and measuring sustainability through mystery shopping. The service standard development programme typically includes:

1. Consult

Firstly we conduct and gather research by meeting with senior managers, communicating with customers and working with retail and operational teams to develop explicit service standards.

2. Create

Secondly, we design and create service standards that fit your commercial and cultural objectives, align with your customer expectations and are deliverable at customer-facing level - consolidated into a simple customer journey map format.

3. Launch

Lastly, we support organisations in the training and roll-out of the new service standards to their network in a 1-day interactive workshop. Followed by an ongoing measurement and development programme through mystery shopping.

Why launch a service standards development project?

✅ Exceed customer expectations

✅ Connect with the company vision

✅ Maximise commercial performance

✅ Ensure staff deliverability

✅ Align to the business culture

Start your journey

“I would recommend their service to any company needing an objective view to understand, evaluate and enhance their customer service standards”

Philip Bright, Retail Partnerships Manager

Customer Journey Map

As part of the customer service consultancy, Performance in People develop a Customer Journey Map. This is graphically designed to communicate in a simple structured way, the process and behavioural steps which ensure your people consistently deliver a service experience aligned to your new service standards.

When was the last time you refreshed your service standards?

If your sales or service standards have not been revisited within the last 3 years, talk to us about the packages available to develop and update service standards for your business.