Customer Service Delivery Sprint

Serving your Customers through a Recession

 

 

 

Let’s face it - it's hard work serving your customers, getting it right for them whilst managing macroeconomic challenges, you can’t actually control!

Customers expectations are high, financial vulnerability will show very quickly, your costs are rising yet you do need and want to offer a level of service. Because you know, poor customer service shows up in low customer satisfaction scoring, depleting employee satisfaction scoring and of course low Google or Trust Pilot ratings.

All of these are brand damaging - and very hard to recover after a crisis!

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My recent survey amongst Customer Service Leaders revealed some interesting numbers:

62% feel they lack a clear Customer Service Delivery Strategy

23% feel they need help with Efficiency and Financial Planning

15% feel they have no Risk Management Plan in place

How would it feel, if you got some help, working on your immediate challenges, giving you the guidance, solutions and support you need?

 

I am opening 6 spaces for Customer Service Leaders to work directly with me, helping you to steer your business unit through the looming recession!
Based on my proprietary Framework LEAP we are working through the following topics: 

 

Leading People: Recruitment / Onboarding / L&D Processes

Vital Customer Service Processes: Ops Manual, Tools, Change Control

Voice of the Customer: Quality Assurance, What does your customer really want?

Show me the money: Efficiencies / Service improvements / Staff Engagement

 

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IF YOU ARE PASSIONATE ABOUT....

 

  • Ensuring that your recruitment process attracts the right profile and calibre of customer service advisor so that your new hires stay with you for a long time 
  • Offering the best possible onboarding experience there is for your new team member and the team starts performing very early on
  • Asserting your Operational Manual is up to date so that all your team members have their processes and procedures to hand

 

 

 

  • Truly applying the listening ear to your customers, directly impacting positively on your Trustpilot or NPS score
  • Working through a Quality Framework reflecting your brand promise and truly delight your customers
  • Understanding the staffing levels, you need at any given time so that you serve your chosen channels to meet your customers needs
  • Knowing how Excellent Customer Service Delivery can make a difference in your CS spend

Then our recession proof offering is for you!

 

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Who is this Customer Service Delivery Sprint for?

 

  • Ruben - Head of Customer Service Delivery aiming to deliver the best customer service in a volatile fuel market
  • Karen - CEO and Owner of a service driven delivery business
  • Rosin - Finance Manager ensuring her factoring clients are invoice with great transparency
  • Mark - Operations Director - ensuring travel client queries are answered timely and in great detail
  • Tonya - Principle Consultant to Customer Service lead businesses 
  • Peter - Complaints Manager in financial services 

 

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How can these customer service delivery programmes help you to get through the recession?

 

Clear Framework to work towards in your day to day roles

Heatmap identifying low hanging fruit and absolute hot spots

Focused Question & Answer Calls

Accountability to deliver measurable ROI

Vast library of articles, podcasts and resources in our Vault

Hi - I’m Marianne Rutz, CEO of Rutz Consulting

 

We at Rutz Consulting are  the experts in helping fast growth SME’s transform their customer service delivery into powerhouse profit centres!

I’ve been where you are - sleepless nights wondering how to meet the customer demand tomorrow! Distrubed family time as a very upset customer insists on speaking with you now! Anxiously watching my firm’s public satisfaction ratings sliding, not knowing how to stop this downward trend!

This leaves you most likely worried, stressed out, overwhelmed and anxious. How on earth can you possibly offer an excellent service in a looming recession.

With over 20 years of experience in Customer Service Delivery I know exactly how that feels.

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Are you Ready to make an Impact in your Customer Service Delivery?

We are looking forward to serving you!

JOIN THE CUSTOMER SERVICE DELIVERY SPRINT