Kukulu
Business Resources - Excellence Through Cultural Competence
Business Resources - Excellence Through Cultural Competence
Customer Service Assessments
Retail Hotel Restaurant Business Health Care Travel
Do you really know how your customers see you?
Are you achieving your quality and branding standard goals?
How do you compare with your competitors?
Most importantly, are you meeting your guests expectations?
Are you achieving your quality and branding standard goals?
How do you compare with your competitors?
Most importantly, are you meeting your guests expectations?
Kukulu Customer Service Site Assessments (CSSA) allows administrators and managers the opportunity to address these questions with comprehensive objective data regarding their organization's services and facilities from a customer’s
perspective.
Kukulu's Proven Five (5) Step Process:
(1) Customer Service Site Assessment
(2) Gap Analysis
Assessment data will be reviewed, analysed, and customer service gaps identified.
(3) Recommendations
Based on Gap Analysis, specific recommendations (strategies, techniques, and training) will be generated to address each service gap identified as well as more general recommendations to maximize Customer Service and available resources.
(4) Interventions
Based on Recommendations, a package of interventions (coaching, training, exercises, workshops, seminars, activities, etc.) will be developed to generate desired outcomes. A project team will be organized and deliver services to client organization , in a positive and nurturing manner that will promote a culture of Excellence in Customer Service.
(5) Reassessment
After the organization has a period of time to implement and adapt to interventions (3-6 months), an assessment team will return to the organization to monitor/assess the effectiveness of services initially provided. The assessment team will then present the organization with a final report with recommendations as needed.
Benefits:
After the organization has a period of time to implement and adapt to interventions (3-6 months), an assessment team will return to the organization to monitor/assess the effectiveness of services initially provided. The assessment team will then present the organization with a final report with recommendations as needed.
Benefits:
Benefits of Excellence in Customer Service:
- Increased customer satisfaction
- Increased customer retention
- Increased customer loyalty
- Increased profit
Benefits of Customer Service Assessments:
- Measure/monitor current customer service performance (recommended twice a year)
- Identify customer service strengths and weaknesses
- Identify inefficient use of resources relative to customer service
- Tool to develop action plan to overcome shortfalls (Gap Analysis)
Benefits of Interventions:
- Increase efficiency in customer service delivery
- More efficient allocation of resources to enhance customer service
- Accountability, tracking implemented interventions/changes
- Develop customer service knowledge, skills, and culture
Why Kukulu Customer Service Assessments?:
- In-house assessments by managers/supervisors, who have a vested interest to produce positive results, will not be objective
- In-house assessments by “Corporate” are often leaked to organization, resulting in compromised assessments
- Kukulu Assessments are conducted by trained assessors who are independent, objective, and culturally competent
- An assessment by Kukulu is the first step of a comprehensive process to promote excellence in customer service
Related Services:
- Cultural competence assessments
- Competition assessments
- Cultural program assessments
- Fitness program assessments
- Assessments by individuals, couples, and families available
- Japanese and Chinese speaking assessors available
Contact us today to see how our Assessments & Interventions can help you achieve Excellence in Customer Service.
