Why Choose Rhonda?
“How serious are you about service?”
This is a question Rhonda often asks the leadership team before she takes on a company as a client.
Interestingly, Rhonda doesn’t just want to change organizational cultures but island cultures as well, starting with Trinidad and Tobago.
“It is not customer service, it is service”. Fisher-Winchester believes that the quality of service delivered is a direct reflection of who we are. It is about our character and our ability to walk in someone else’s shoes first.
“I want to create cultures where everyone feels valued – customer, employee and management alike. I want to create an environment where respect and care are evident. My vision is to influence societal behaviours and attitudes by encouraging people to make simple yet impactful changes to how they communicate, interact and serve each other.”
Rhonda started ServXcellence™ because she saw a gap in service delivery generally across all organizations but in particular in the financial and retail sectors.
Many organizations focus on the front end of service – what people say to customers, how they answer the phone etc but service is more than training and research. We need to pay equal attention to the causes (systemic and extrinsic) of poor service delivery. In other words, we need to deal with the ‘why’ of service and not just the ‘how’.
This is why her approach to service is three-fold:
- People
- Processes
- And Product/Service
If you’re wondering whether you are in good hands – you are! In addition to her qualifications in Marketing from the Chartered Institute of Marketing (CIM) and attaining a Post-Graduate Diploma in Marketing she completed her MBA at the University of Wales with a specialization in Service Excellence and is a Certified Lean Six Sigma Black Belt™.
To find out more about Rhonda and whether she can help your organization click here.