This is not about a “quick fix” approach to customer service, where organisations believe that the answer is just by sending front-line staff on a customer care course, it will change their approach to dealing with their customers. It is about establishing and then maintaining a culture which puts the customer at the centre of everything that is done and makes delivering excellent service a priority for everyone.

We understand that organisations really can differentiate from their competitors through the quality of their staff.  As Walt Disney once said: –

“You can dream, design, create and build the most wonderful place in the world, but it takes people to make the dream a reality.”

We work with service based organisations helping them to make a real and tangible difference to their service offer.  We advise and support clients in the “building blocks” of establishing a service culture and how to weave service excellence into the fabric of the organisation.

During the past 30 years, we have built up a deep understanding of the issues surrounding operational, management, communication and customer service development and we deliver development and culture change programmes that are specifically focused on these areas.

Over many years, we have developed particularly strong links with high profile leisure, cultural and educational organisations as well as small independent operators.  This means that we are experienced in the complex relationship and multiple objectives of arts, historical, educational and charitable institutions, which are also vitally dependent on welcoming and servicing a wide range of customers (both internal and external).

We design and deliver service culture programmes which can include: –

– writing service strategies
– setting service standards
– designing and delivering inspiring training programmes
– weaving service values and culture into the fabric of an organisation
– measuring service delivery and comformance to service standards
– recognising and rewarding service excellence
– engaging managers
– enthusing service delivery staff

The following video is produced by King’s College London and reflects on the Fit For King’s programme designed, developed and delivered by Stuart Graham.

The following video is produced by Newbury Racecourse and focuses on the Uniquely Newbury programme designed, developed and delivered by Stuart Graham.

You can also read the Fit For King’s case study by clicking here  or on the image below (pdf 1 mb)

If you are interested in learning more about how we can help you improve your service culture or if you have any specific needs please contact us.