Finally, a new dynamic, process-based and professional service from DRG, geared to give you and your business the understanding and practical steps needed to best service your new strategic partner ... Your Customer!!
DRG's Customer Service Quality Perception Process will help your business to effectively maximize relationship opportunities with your clients and improve your bottom line by simply better understanding their needs and developing a sound practical and strategic approach to meeting these needs effectively. |
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What is the Quality Perception Process about? |
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It is Based on detailed research into elements that profoundly influence Customer perceptions of service quality |
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It has been Developed into a robust and exciting interactive process to help you move closer to your customer and achieve true strategic business partnership status |
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It is a dynamic process of discovery, which informs strategic decision making and not a Market Research process, with the typical statistically derived opinions |
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It Involves your Customer as a participant in the process, not simply as a respondent |
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Is customised to suit both your enterprise and your customers characteristics |
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It leads to Action! |
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How does it work? |
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We get to know you and your business |
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We get to learn about your Customer base, your strengths and vulnerabilities within it, your ambitions for it |
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Together with you, we develop and investigate |
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- A framework for structured interviews with your Customer
- What it is that you want to understand better/ discover about your Customers' perception of your business
- What do you think your Customer needs to tell you
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We conduct interviews (as entirely independent and credible facilitators) with key players in a sample of Customers (our experience has shown us that Customer representatives find this a fascinating process) |
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We analyse results, which comprise numeric ratings as well as qualitative feedback (what your Customer says about you) |
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We present and workshop the results with you, draw conclusions, and identify areas for action |
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We workshop our conclusions and areas for action with your Customer and achieve agreement on the way forward |
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We develop action plans comprising required actions, desired results and timelines |
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We are able to facilitate the execution of action plans as required |
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We conduct a follow-up exercise at an appropriate time |
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How does your business benefit from the Process? |
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Early warning on potential threats to your business |
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Discovery of potential Growth opportunities |
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Establishing a true strategic partner relationship with your Customer |
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Customer-based performance measurements informing your entire team - making the Customer real for everyone |
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A framework for developing business strategy |
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A powerful referral tool for promoting your goods or services to a wider Customer base! |
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Our experience with the Customer Service Quality Perception Process includes a wide spectrum of enterprise sectors. Call Megan at DRG on 031-767-0625 or 082-823-3332 to find out how we can assist you to personalize your Quality Perception Process. |
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