Step Up Overview
Step/up overview
(Service team excellence programme/understanding priorities)
In 2001, Inspiring People created this team based customer service improvement programme and it has been used within organisations very effectively ever since to develop teamwork, creativity, and of course enhance the customer’s experience.
The philosophy of Step/up is that the best people to identify what can be improved for the customer are those people who see and speak to them every day – the team members themselves.
What are the objectives of Step/up?
- To demonstrate clear, measurable improvement to customer service by establishing where the service is at present, working as a team on meaningful and sustainable customer service improvements and evaluating the impact of them.
- To develop a habit of continuous improvement that will be retained once the assessment has taken place.
- To give teams and services the chance to reflect on “the way that they do business” – examining processes to minimise duplication and cut through bureaucracy
- To have considered the service from a point of view of accessibility and inclusion of a diverse range of customers.
- Where applicable, to dovetail quality models such as Customer Service Excellence and other external and internal audits relating to customer service.
Who would benefit from this programme?
This can be used to help any type of team or service, horizontal, vertical or virtual. It is a great catalyst to help partnership working across the customer supply chain.
We can run it for one team, several as a group starting together or even roll it out across your whole organisation in tranches.
Length
Step/up is designed around a nine month structure, but is very flexible. We have run it for eight years with one organisation as a rolling programme and can match it to other events happening within yours.