Your Service Fingerprint

If your organisation has a call-centre – or you deal with customers by phone a lot – we’ve developed our Your Service Fingerprint to help you deliver a unique customer experience.

It’s unique because it gets into the philosophy of what customers want when they call in. This means issues can be dealt with more efficiently, which can help you save a few pounds in the long run as fewer calls will come in.

How does it work?

Your Service Fingerprint works by giving your people the framework of skills needed to hold ‘powerful’ conversations with customers. They’ll also understand what’s expected from your organisation around customer service so your customers are confident they’ll be dealt with brilliantly when they call in.

We’re better connected

Great customer service is about creating a connection. This shows the customer you care about them and that they matter to you.

Get information

  • Listen.
  • Pay attention.
  • Empathise.
  • Question.
  • Probe.
  • Encourage.

Show understanding by

  • Feeding back.
  • Summarising.
  • Paraphrasing.
  • Clarifying.
  • Being patient.

Your Service Fingerprint gets under the skin of your organisation to help you understand what customers really need. You’ll learn how to add real value to your organisation by adopting a solution-based approach to customer services through taking-ownership and setting realistic expectations.

Getting things done

The best organisations’ customer service comes from their people choosing to get things done. Its people have this can-do attitude and operate a system of ‘one-call resolution’ wherever they can.

Your people can think this way too – they just need a gentle nudge to show them how.

Want to get started with Your Service Fingerprint? Get in touch today here or by calling
01928 726969.