To quickly and cost-effectively assess a client’s current state of customer service, CSS uses its proprietary CSS Service Culture Model^TM to form the structure within which to perform the assessment.  This enables us to ensure that our clients have the key components of a service culture well in place, identify strengths and gaps in performance or services, and create a detailed plan for getting everyone in the organization involved and moving toward this service focus.

CSS spends time onsite meeting with the management team and staff to best understand the organizational culture, structures, incentive systems, communications, and training.  We will also review the facility layout and signage and review pertinent materials provided by the client.  Noted below are examples of some of what we do as a part of a Fast-Track Culture Assessment:

• Comparative Culture Assessment (CCA).  To gain an understanding of the depth and consistency of commitment to the customer, CSS interviews management and staff at all levels and across multiple divisions to gauge service mindset for comparison horizontally and vertically in the organization.

• Evaluation of Corporate and Individual Goals and Incentives.  In conjunction with the CCA, CSS reviews the extent to which the client’s organizational structure, incentive/reward systems, and accountability methods (such as performance evaluations) are designed around meeting the needs of the customer and drive behaviors that promote high levels of customer satisfaction.

• High-Level Review of Key Internal Service and Communications Processes.  CSS assesses major internal communications and service processes to identify areas for improving the effectiveness of operations that impact customer satisfaction.

• Evaluation of Performance and Customer Satisfaction Metrics.  CSS assesses customer satisfaction, employee satisfaction, and process measures used to gauge service performance.

While offsite, we work remotely with the project champion (our key client contact) and others as necessary in identifying specific areas of focus, internal best practices, and recommended actions to improve the overall service culture of the organization.

In the end, the organization receives an overall assessment of its service effectiveness, barriers to successes, best practices, and specific actions needed to get the entire organization focused on the customer and to remove internal issues causing discord, poor intradepartmental relations, or ineffective customer service.

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