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
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
Our company obtained services from 3WC in order to enhance and improve the leadership competencies of the management team and the senior executives attached to the Naiwala plant. The solution and the training programme was customized to suit the requirements of our organization, including focus group discussions, assessment centres, an extensive 360° appraisal and a development centre to address the common challenges and fundamentals in leadership and individual coaching. We are very much satisfied and pleased with the overall programme and results.
General Manager
MAS Linea Aqua
We approached 3WC in order to upgrade our service levels of selected Keells Super outlets. They designed a customized solution for development of service strategy and service standards, changing the mind set of employees towards a service culture and to launch the Service Blue Prints in order to sustain the efforts. The project was managed within agreed parameters and there is a significant improvement in service delivery aspect which made a direct impact in increasing the customer satisfaction levels. The programme enabled to instil a renewed service culture and mind set amongst staff and management alike.
Chief Executive Officer
Keells Super, Jaykay Marketing
