Customer Care Assessment
We offer an in-depth analysis of a company’s Customer Care function with emphasis on the 5 pillars of Customer Care; Culture, Customers, Employees, Processes and Technology. The outcome of the analysis is a detailed design for a comprehensive Customer Care system in an in-house or outsource environment.
Communication Audits
We take an objective look at how organizations communicate, internally and externally and what it is like to contact them. This includes telephone, fax, proposals, presentations, e-mail/web and face-to-face.
Customer Experience Surveys
We design and implement customer experience measurement programmes that provide meaningful information for organizations. Typically, surveys measure staff performance as well as overall customer experience. Survey data is gathered, analyzed and reported. If desired, recommendation is offered.
Mystery Shopping Projects and Competitive Benchmarking
Using recognized benchmarking tools, published information, web research, mystery shopping and direct contact. We develop a comprehensive analysis of organizations and how their competitors are positioned in the market against a range of hard and soft factors.
Customer Service Training
We train customer service personnel in small, medium to large organizations to heighten their skills in the art and science of customer service delivery and management.
Recruitment of Customer Service Professionals
YFY is well known in the area of recruitment of customer service officers and front office champions for organizations. This is a focused business area with a track record of excellent service.
Multimedia TV, Videos and Websites
We make organizations more visible by promoting sales through the creation of promotional and training videos as well as corporate websites.
Keynote Presentations, Publishing and Design of Policy Documents
We are available to deliver in-depth leading edge keynote presentations at conferences and company meetings on a variety of customer care topics. We have authored and published many titles on emerging trends in Customer Care. We also design strategic operational policy documents for organizations.
Training can be a powerful tool. However most training is not because it fails to break through the clutter and make a difference.
YFY has redefined training so that our clients get what they need and get it fast. Our goal is to hook our audience and draw them in, because once we have their attention, that’s when they start listening. Then we keep them listening to and interacting with our message using our proven methodology so they remember it and can immediately apply it on the job.
The result is that the sales force and channel partners will know more, sell more, and elevate customers’ experience to an entirely new level.
You need more than a change. You need the YFY Customer Care Learning model.
We write and publish articles. We have authored many titles on emerging trends in Customer Care.
We set up Call Centres and outsource call centre agents, front desk officers, customer service representatives, secretaries and personal assistants.