customer interface




		Management consultancy services

		managing the customer interface


	Satisfying the needs of both internal and external customers is a key factor in all organisations. Understanding their needs determines the scope of services which may be provided. We can help you understand your customers' needs and evaluate existing and proposed services. Our services include:

	Customer needs mapping and gap analysis
	Assessment of demand for new services
	New organisational and delivery models
	Adopting new technology
	Call centre, helpline and enquiry service evaluation
	Best-practice and benchmarking

	Responsiveness of services
	Attitudes to service performance
	Competitor analysis and benchmarking
	Scoping studies and service specifications
	Customer satisfaction
	Complaints management