Many organizations have great customer service information but very little idea what to do with it. In addition, managers often lack the skills needed to bring about change or affect the service experiences of their customers. For these reasons CFS has developed specific processes to ensure that the information our systems gather is used to affect change within organizations.

“CFS’ system makes me feel I can tap into customer consciousness….”
- Regional Vice President, Retail Banking, Large Retail Bank, South Africa (2003).

Customer Communication Process
(Visual and Participative)

Our customised visual tools (posters) provide quick, effective communication of results. They reflect service trends and require input from managers and staff.  "Plans to improve service” are a component creating a participative framework.

CFS Toolbox

The Toolbox has been designed to equip managers with the skills and knowledge to improve the service delivered by their staff. It includes:

- Linking of questions to a tried and tested performance management model.
- “Stir & Serve” feedback – identifying value driver measures, causes of problems,
   suggested solutions and discussion points.

Customised Workshops

CFS engages with clients through workshops aimed at:

-  Blueprinting the customer experience
-  Determining questions and value drivers
-  Determining report requirements
-  Sensitising staff and management
-  Actionable feedback