Customer Service Projects

Implementing operational plans into real life is complex and time consuming. Prospectory provides project management services for customer-service organisations and offers a full range of activities related to its implementation. Project management combines the services of internal and external Project Management. Internal Projects include services related to your internal company problems such as complaint handling. External Projects help you deal with your customers and partners.
As a third-party, Prospectory can provide you with full-time and part-time management to steer the project and serve as an external influence whenever internal processes slow down the company’s change process.

At the start of each project a document is composed to provide all the project conditions, objectives, goals and time-frame. The document will also serve as basis to provide full and clear understanding of the overall project and the desired final results. Approval and commitment of the management team are necessary for the improvements within the project to take place.

Complaint Handling
It is important not only to increase the number of customers your business has, but to be able to provide high quality service. One of the indicators of the quality you provide is the number of complaints received. With Prospectory your business will be able to evaluate the current complaint handling system, develop new complaint handling strategies, implement advantageous complaint handling communication and gain from the use of complaint analysis tools and techniques. Even though Prospectory does not provide the software itself, we will advise you on the applicable and best possible option of complaint handling software for your organisation.

Customer Delight Strategy
Quality of Customer Relations is closely related to customers’ satisfaction. Most often the dissatisfaction is a result of lack of quality within one or more customer-related areas. As your advisor Prospectory will provide you with detailed analyses of the problem areas and the ways to improve the quality within the company from a strategic point of view.

Customer Loyalty Programs
Customer Loyalty Programs are an inseparable part of the products and services your company offers. For the program to be successful the customer has to feel and appreciate the benefits your products provide. Prospectory can guide you through the process of defining the basics of a customer loyalty program. Our services will include providing the outline of the strategy plan and its implementation. In addition, we can test your loyalty program for efficiency and effectiveness before implementing it in a live environment.

Customer Centricity Awareness
To be able to solve the complaints of customers one must look beyond the visible data. The problems with dissatisfied customers may lie under your organisational "skin". The goals of the customer centricity report are to provide you with detailed and carefully analysed data received from your employees as well as your customers. The report focuses on such issues as customer care satisfaction, customer care working procedure, customer care orientation, etc. The customer focus level is researched with the help of specially developed check-lists as well as interviews. Mystery shopping can be also implemented to receive the first-hand experience for deeper data evaluation.
The most important advantage of strategic customer care is not just to help ensure your customers coming back, but to provide top-notch customer service and gain a bigger market share. By showing you care about your clients your company will be able to increase company’s image and attract new customers.