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ServXcellence™ is easy to say, difficult to define and Harder to Deliver
Yet it's possible
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What would ServXcellence™ look like in your company?
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ServXcellence™ is a journey. It is about discovery and problem solving.
To design and customize your own Service Excellence Management System™ we focus on the following 3 key areas
People
Processes
Service
Most businesses and organisations focus on the product or service, investing and ensuring that the product or service will meet the needs of their customers whether it is in technology, retail, finance, or non-profit ventures.
If sustainable success is to be realized, equal focus must be placed on the people – those serving, and those being served, and the processes that ensure the seamless delivery of the product/service.
The diagram below, illustrates our approach when designing your Service Excellence Management System (SEMS™)
If you would like us to design a customized SEMS™ for your business, click here.
We work with small to medium-sized growing companies in the financial and retail service sector, who experience the following challenges:
High % of customer complaints
Ineffective processes that result in delays, re-dos, frustrations
Significant dependency on customer facing employees for daily operations
Customers are demanding, and service delivery is a deal-breaker
No internal HR or Service Management resources
A demotivated workforce
Service Excellence as a way of life
How we serve each other is important. We believe that if everyone were to apply the Golden Rule, we would make leaps and bounds in service delivery. The Golden Rule is a moral which says treat others as you would like them to treat you, and it is ‘golden’ because there is value in having this kind of respect and caring attitude for each other. We encourage you to think “service” and not merely customer service.
Customer Service – the Servxcellence Perspective
No matter our job or circumstances, we all have customers, and serving them is our most important and beneficial work.
Our customers are not limited to only those we encounter in our businesses.
A customer is anyone who desires or expects something from you, or someone you would like a relationship with. And the more effectively you serve them, the better your relationships will be. We need to deal with the ‘why’ of service and not just the ‘how’.
And don’t miss this important point: you are also your customer. You have standards to live up to and doing so is no less demanding or complex than serving external customers. Knowing yourself, and truly serving your best interest is difficult. Many of us go our whole lives without really doing it.
Additionally, we provide these component services in the following categories
Training
Process Analysis
Research
HR &
Recruitment
For More Information
Let me introduce
Rhonda Fisher-Winchester
Rhonda Fisher-Winchester is the Managing Director and Principal Consultant of ServXcellence™.
She holds a Master of Business Administration degree with a specialization in Service Excellence.
Her professional qualifications also include Lean Six Sigma Black Belt designation and CIM post graduate diploma in Marketing.
She has over 20 years of experience in customer
service operations and management in the retail,
banking, technology, and business to business
industries and has successfully engaged in process
improvement projects and led teams to provide
quality service.
Testimonials
Our Customers Say It Best...
Mrs. Fisher-Winchester is extremely knowledgeable, has a tremendous can do attitude, is reliable, professional and proactive. Her holistic training programs, quality and business solutions are effective and a great investment. She provides excellent customer care, thoughtful insights and delivers more than expected.
Rhonda Gale Fisher- Winchester was the Customer Service Manager of a customer service centric organization. I was the CEO and she reported directly to me. The job required constant training of staff, measuring their performance using objective criteria, rewarding and recognizing staff for meeting the high standard of 90% and deployment of various measuring tools to gauge the level of customer satisfaction. For nine years Rhonda executed the job functions with passion, dedication and innovation. During her tenure a high level of customer service was consistently maintained.
Rhonda offers strong work ethics fused with quality output. She is an advocate for customer service excellence and will be able to assist any company to make progress in this ever important dimension of business.