60% of organizations see that customer service will be the top source of competitive differentiation in the next three years.
60% of organizations see that customer service will be the top source of competitive differentiation in the next three years.
For a business to thrive in any industry, keeping the front-end service and customer experience a positive one becomes key.
Mapping the customer journey and ensuring that service touch points are critical interphases between the customer and the company helps sustain the brand in the long term. Employees have to understand and believe in the existing Service Process of the organization or else it could undermine the entire organization.
“Your most unhappy customers are your greatest source of learning” – Bill Gates
Many companies make the mistake of offering the same service standards over the years without changing their service strategy to suit the evolving needs of their customers. Delivering a consistent brand experience can be a challenge and yet should be met with vigor and enthusiasm, to stay ahead of the game.
The 3WC Service Excellence solution is customized to each company and the industry it operates in. 3WC streamlines the “Service” element of an organisation and recognizes staff members who contribute towards improving the service of the organization.
At 3WC, we make services more sustainable for the long-term as our solutions are built with the purpose of gaining buy-in from the entire organization. By taking our proactive service strategy approach, you will improve operational effectiveness and increase profitability through the retention of loyal customers.
Customer Service Standards Design and Training
Mystery Customer Audits and Service Standards Adjustments
Service Excellence Skills Training
Service Implementation With Communication Standards
Service Leadership & Execution Skills
Train The Trainer (TTT) Program Development for Front-end Services
3WC conducted a customized training program which was referred to “Building High Performing Teams” for IDL, a company emerged as one of Sri Lanka’s leading corporates while establishing themselves as a manufacturer and importer of quality spirits.
IDL as an established liquor business and as the only hard liquor beverage manufacturer in Sri Lanka, launched the new financial year accompanied by the “Annual Conference” focusing on the sales and marketing employees. This conference was hosted with the objective of presenting new targets, discovering and reflecting on new methods which would facilitate and resolve the existing market challenges.
Therefore, in order to boost and enhance the morale and motivation of their teams, this intervention with 3WC was required. 3WC was invited to completely drive the employees of the teams towards an optimistic path followed by an attitudinal and mindset changing training program. This training program with IDL was an OUTWARD BOUND session which incorporated specific learning modules, competencies and simulation activities to facilitate the learnings while boosting the energy and enthusiasm. This program was concluded with success.
3W Consulting very recently orchestrated a Management Development Program for the Senior Management Team of Bentota Beach as they were discovered with a need for one. As the hoteliers were undergoing a slight transformation in terms of infrastructural changes and refurbishment this requirement was quite significant in order to make a change.
Therefore, the objectives for the team management and development facilitation were, to enhance team leadership skills and shared responsibility among employees while motivating them to acknowledge and accept their potential capacity as team leaders and team players. This was also an opportunity to tap and build on the trust among team members and enhance collective decision making.
The above competencies and learnings created a bigger impact and effect on the employees as these modules were captured and highlighted through the incorporation of interesting simulations and activities as well.
3WC also introduced the Harrison Talent Assessment among the participants which is a psychometric test that intends to analyze ones personality traits, strengths, weaknesses and job success criteria. Once the assessment was completed, 1:1 interpretations were conducted by Stefan Moraes, the founder of 3W Group who is the only individual provided with accreditation to Harrison Assessments throughout the island.
CEO’s and HR Heads – Are you realising the full potential of your managers?
Successful organizations help their employees to develop their personal and professional skills, either as managers in a management role or as aspiring managers. Managers who have the opportunity to continue their personal and professional growth in their workplace are proven to be more effective at their jobs, skilled at directing the work of other employees, and remain loyal to the organization.
Third Wave Consulting (3WC)’s Management Development Programmes provide a number of toolkits that enable organizations to upskill, mobilize, energize and thereby retain managerial talent. As an Enterprise Renewal and Change Specialist that has been working with blue chips and corporate organisations for over 21 years and a leader in corporate consultancy and training, we are adept at customizing solutions that fit with business requirements and supports your long-term strategic growth objectives. A recent intervention by 3WC for the Kingsbury Hotel Senior Management Team demonstrates how our bespoke approach comes to life.
As the saying goes, TGIF: Everyone loves Fridays! But how do we recalibrate employee mindsets to say TGIM: think the same way about Mondays? The Kingsbury Management Development Programme was all about enabling this shift: creating a positive mindset and developing a work environment that triggers enthusiasm to come to work.
3WC conducted this programme on the 27th and 28th of February 2019 to an audience of twenty senior managers of the Kingsbury Hotel, Colombo. The sessions consisted of a set of unique activities customised to celebrate individuality and to promote team bonding. The programme was delivered by Stefan Moraes, Managing Director 3W Group assisted by some members of our young and enthusiastic team of consultants..
The programme was a resounding success. Let’s look at what some participants said:
Training Manager : “ I can see visible differences in the way employees engage with each other”
Head of Culinary : “ It worked like Magic, If you’ll changed me then anybody can be
changed “
Sales & Marketing Manager: “ Since the day I joined Kingsbury I felt that my colleagues
are very fragmented and not open to ideas, this training turned things around. Thanks to
3W Consulting ! “
How could such a significant change be brought about in just two days? In actual fact, the two day programme was the culmination of a three month long process in which 3WC’s “Discover, Design, Deploy and Sustain” methodology was applied in preparation for the event itself. Leading activities involved participant profile screening and psychometric tests that provided the 3WC team with the necessary insights to deliver the programme in the most effective manner.
Why are 3WC uniquely different from other management consultancies?
Our solutions are end to end customised according to client needs
Our solutions are sustainable
Our solutions are completely quality checked before they go into action
A success analysis is carried out for every solution we design
Isn’t it time your managers experienced the Magic of TGIM?
Please contact us and we would be happy to help fulfill your management development needs.
Tel:+94(0)-11-255-9748
Mob:+94(77)1621443
Stefan and the 3rd Wave team have worked closely with us on projects such as the development of our organizations values and the design, implementation and launch of our performance management system. Having witnessed Stefan deliver training sessions, from a personal point of view, I have found him to be knowledgeable on the relevant subject matters, enthusiastic and passionate. He is able to relate to audiences of varying levels and aptitudes and deliver his message confidently in a professional and engaging manner. I look forward to a long and fruitful partnership with stefan and the 3rd Wave team.
Chief Executive
Bahrain International Circuit S.P.C
3WC team designed a customized program for our company to train 80 staff members in developing their professional communication proficiencies and confidence building. They have done a fabulous job and I appreciate them for maintaining a strong business relationship with us. Given the success of this programme, our organization has entrusted 3WC in building the leadership competencies of the staff members who are identified to be promoted as future leaders of the organization. I hope to have a strong business relationship with the 3rd Wave team in future as well.
Manager Human Resources
Next Sourcing Sri Lanka
