CUSTOMER SERVICE

Despite the announced commitment to providing stellar service, most organizations still leave customers frustrated. All the hi-tech and service extras have not yet satisfied, much less delighted customers.

Providing delightful service means going beyond expectations, and in a time of increasing expectations, that is a challenge.

The LENS approach to this challenge is to mobilize the organization's most formidable resource: it's people. The people who work most directly with customers are in the best position to know what will provide the element of delight that will ensure repeat business. Yet these are often the people with the fewest opportunities for influencing company policy.

LENS customer service programmes draw on the experience and insights of the people closest to customers to develop programmes and practices that will make a substantial difference to the customer's satisfaction. Participants will be immersed in the world of customers -- their needs, their expectations, and their perspectives. Then participants themselves will develop and implement creative actions for increasing customer delight.