Customer Experience

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Analyse

Understanding what your clients what & need from your organisation.

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Create Action Plan

Use our analysis to create a practical plan to instilling what your clients desire into your team.

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Implement

Implement and review the changes you have made. Observe how your clients react.

Frequently Asked Questions About Customer Service

What Is Customer Service?

Customer service is a broad term that relates to all your interactions with your clients. The entire experience a client has with your organisation from before, during and after they have received your services falls under customer service.

Usually, customer service refers to giving clients support or assistance when asked for. This is a core part of what customer service is, as customers need to feel like you are listening to their needs and addressing them. However, to focus on this aspect whilst neglecting your other interactions with clients will lead to them being unsatisfied. For example, if you ran a business selling lawnmowers you can remove the majority of your customer support you would need if you create a video or tutorial for how to use your product. This is great customer service, however you should still have the support team in case more assistance is required.

Customer service begins from your companies culture, and all members of your team that interact with clients in some way (even if indirectly) are affecting how your clients perceive your level of service and support.

Why Is Customer Service Training Important?

Customer service is essential for building lasting relationships with clients. Without it, your clients will become discontent and leave as your relationship with them becomes impersonal and less profitable. If you are delivering a great product/service but the experience of dealing with your business makes your client unhappy, they are still highly likely to leave. The vast majority of customers and clients will not compromise on being treated badly or ignored.

Customer service training allows you to maximise your customers’ experience with your business. When customers have positive interactions with your business, making them feel important and that you care about them, they are far more likely to continue working with you and also recommending your services to their friends and family.

What Is The Foundation Of Excellent Customer Service?

Understanding your market and your client base is the foundation for your customer service and how you interact with your clients. If you try to apply customer service principles without actually understanding what your clients want from your business it will come off as inauthentic and actually hurt your relationships with your clients.

Do not be afraid to ask your clients what they like and dislike about your customer service! They will generally be honest. Listen to them and then apply their feedback. Just the fact that you listened to their wants and needs and then applied the changes will make them feel like you value them as a client. Many businesses do not interact with their clients in this way, causing you to stand far above your competitors.

Have more questions?

100 quick tips on how to improve your culture.

What can you do to improve the employee experience and culture of your business or team? Culture is the DNA of any business, so you can’t leave it to others to fix. Culture is an ‘everybody job’. Here are 100 quick tips anyone can do that will create a more collaborative, positive, and achievement-oriented workplace.  

Interested In Learning More?

Testimonials

Elders LTD
Elizabeth SargeantTechnical Project Manager

“Roxy brought a wealth of pragmatic change management knowledge and experience to our project. She instinctively knew where we would gain the most benefit and carefully guided the team through the change journey. As a leader, Roxy embodies an ethos of change. She readily approaches new challenges with an enthusiasm that inspires all those on a change journey to follow her lead. When Roxy’s time with us ended we had confidence in addressing change, a better understanding of the “WHY?”, and a great tool kit of resources."

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SA Water
Julie ArbonManager, Business Development

“The organisation had just been through a major restructure. I had a new role with a new boss in a different business unit that had a new General Manager. I needed help coping with the change as well as adjusting to the demands of my new role. I was fortunate to have several coaching sessions with Michelle of SynergyIQ. Michelle’s insights and guidance provided me with strategies to deal with the uncertainties and challenges that arose from the major organisational change. Michelle’s experience in organisational development shone through as she was able to navigate through some difficult people issues and offer practical solutions. I felt energised and very positive after each coaching session.”

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Meals on Wheels SA
Sharyn BoerCEO

“Our social enterprise serves an important section of our community and I want the best outcomes for them. That’s why, with Michelle of SynergyIQ’s help, we have focused so strongly on creating a highly collaborative and customer centric culture. Michelle’s understanding of what you need to do to create the kind of culture you need for your customer, and her ability to communicate this understanding is excellent. I know for purpose and commercial business leaders will benefit from Michelle’s experience and knowledge.”

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Enzen Australia
David ScarsellaGeneral Manager Next Generation Electrical

“SynergyIQ partnered with Enzen to deliver all the Change Management, Communications, Stakeholder Engagement and Information Deployment for our client who underwent an IT Separation. The SynergyIQ team went above and beyond, often doing more than their scope of work in order to help the team achieve the desired outcome. SynergyIQ are a delight to work with and provide a quality organisational change team. Michelle, Daniel and the team go to lengths to achieve high-quality results for their clients. Highly Recommended.”

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Novatech
Leko NovakovicManaging Director and Founder

“Novatech is a fast-moving company serving customers internationally. We work in a highly competitive market and have a strong focus on quality, and that’s why we focus so much on leadership and culture. With SynergyIQ’s help we identified what our strengths and opportunities were and she has helped us to create a way to fix the gaps. Michelle helped us to bring our people along for the journey. I know other business owners will benefit from Michelle’s ability to dissect problems, and to help design a culture that works for their customers and teams.”

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