Service Development

According to our experience, it takes more than well-developed individual skills to become a recognised service provider. Of course, good individual skills are necessary. But flexible and client-centred processes and a service provider attitude throughout the organisation is also required. Only a culture focusing on the clients' interests allows an organisation to become a trusted and successful service provider. Our service development solutions offer more than one-time skills development programmes: We believe in a combination of skills and culture development.

Account management and a client-centred organisational culture

Most of the companies in Hungary claim a high level of customer satisfaction and operate a system for the measurement of customer satisfaction.

However, as clients we rarely see companies who consider service quality a real value. It seems that this crucial factor is more of a marketing element than a part of their everyday practice.

customer oriented, service development, customer service, customer satisfaction It is rather surprising in a period when acquiring new clients is a great deal more expensive than keeping the existing ones.

One may wonder where the flaw is in the strategy aiming to provide high-quality service. Is this the selection of employees? Or the improvement of their skills? Or is it process control? Motivation schemes? Inefficient leadership? Or is it the strategy itself?

Based on years of experience in the Hungarian and in the international market we believe that in most cases quality issues result from the different development level of the above factors. Even well-established sub-systems may fail to support each other as they should, failing to constitute an integrated whole.

Therefore our approach is based on the idea that client-centred behaviour cannot exist without a client-centred organisational culture. Our goal is to achieve that the attitudes and skills of the individuals are aligned with the organisational processes and systems. We believe that high-quality external services cannot exist without high-quality internal services. Instead of dealing with the symptoms, we seek to achieve real results so that our clients can transform their strategies into practice to the satisfaction of their customers.

As a result of our development services:

Client-centred approach becomes part of the organisational culture
People identify with the client-centred strategy of the organisation
The processes effectively support the provision of high-quality services
Customer satisfaction and loyalty increases
The level of motivation of people involved in service provision increases
People involved in direct client relations deal with stress more easily

Process:

customer oriented, service development, customer service, customer satisfaction