Service Excellence

To improve your company’s service delivery by gaining a deeper understanding of customers’ needs and decision-making processes.

Scope of work can cover:

  • Diagnosis and gap analysis of your company
  • Development of a strategic roadmap, business frameworks, policies or processes
  • Recommendations and plans for implementation

Project may address any of these areas:

  • Customer Diagnostics: Diagnosis and gap analysis of customer needs to improve service levels and drive customer-centric behaviour
  • Service Innovation: Adoption of advanced customer research, analytics and service process redesign to enhance customer experience

What is not covered:

  • Incentives for mystery shoppers and customer survey respondents

Support level:

  • SMEs up to 70%; non-SMEs up to 50% of qualified costs.

Resources: