Quality management

Challenge

Companies are increasingly recognising the strategic importance of customer service, as seen by the creation of board-level positions for service operations and the definition of service policies for customer-facing employees. Service centres nowadays are increasingly professional and their organisational structures are often planned all the way down to individual-process level. Policies define the quality goals but compliance needs to be checked every single day. Comprehensive insight into service quality can only be achieved by conducting both broadly based tests and in-depth examinations - but without letting the administrative workload exceed the upside benefits.

Solution

When it comes to quality management, buw consulting strives to optimise its client's customer interface to such an extent that customer excellence is an attainable daily target. It does this by deploying a customised instrument mix that is scientifically validated and tried and tested in practice. Our service portfolio encompasses large-scale surveys, voice computers and mystery activities, as well as long-term simulations of business relationships and processes. Service strategies can thus be examined regularly, while client-specific and general opportunities are identified and leveraged. buw consulting is a highly sought-after partner for many service barometers in Germany.