SERVICE EXCELLENCE

 

• Holistic: As an accredited Consultant for CCI (Customer Centric Initiatives) supported by Spring Singapore, we conduct extensive research and constant dialogues with key stakeholders before developing a full fledge service roadmap that is bespoke for your organisation. We are committed to working in close partnership with your organisation at every single stage. From strategic planning to on-ground execution, all initiatives are choreographed for the best outcome that is both measurable and sustainable. 

 

• Tactical: Sometimes, an acid test is all you need. We provide Service Diagnostic, Mystery Audit service and Service Improvement projects which are fully supported by ICV (Innovation and Capability Voucher), funded by Spring Singapore. We have been accredited as the Service Provider since the launch of ICV in 2012. 

 

 

 

ORGANISATIONAL DEVELOPMENT & CULTURE CHANGE

 

We at Vines Consulting believe that a true catalyst of change stem from collective wisdom and conviction from the entire internal stakeholders. Being organisational culture or service culture, we are committed to communicate and deliver the benefits of change. There is no quick way to drive organisational change but step by step approach to uncovering the real needs and customised solutions to solving complex issues. Our responsibility to our clients is to blend the right combination of analysis from our myriad of tools and methodologies to generate actionable insights that deliver impactful results.

 

 

 

INNOVATION

 

In a digital age where feedback and reviews – both positive and negative can be published and shared in real-time, consumers are much more vocal about expressing their expectations re: value, choice and service. Businesses have to recognise this shift in power and find new ways of providing excellent customer service. The task of extending exceptional customer service is increasingly challenging given the manpower crunch that is affecting most industries today.

 

New ways of engagement requires new ways in thinking – this is the foundation of Innovation. Apart from working with clients to develop new service designs that delight customers on various platforms (face time, as well as digitally), we also partner with technology providers to customise solutions to support a more efficient communication and service process.

 

 

ADVANCING SERVICE EXCELLENCE

 

The key to shaping a positive service culture is to unite employees in the same passion and conviction about delighting customers. Sometimes it is a matter of will, at times it is a matter of skills. At Vines Consulting, we study and analyse the learning needs through pre-training focus groups, surveys and customer feedback before recommending the most appropriate programme.

 

The following customised Service Excellence workshops target employees in the front line as well as back office:

• Service  Advocates
  (Service Mindset Programme)

• Service  in Action
  (Service Skills Programme)

• Service Leadership
  (Coach and Lead Programme)

 

 

BUSINESS DEVELOPMENT

 

In today’s increasingly dynamic business landscape, securing new accounts, retaining and growing an existing customer base is a crucial part of the business development strategy. A good selling strategy is no longer a “Feature versus Benefit” approach. Client management and engagement is the key to securing a loyal customer. We provide Key-Account Management Programmes to prepare your sales teams with the necessary skillsets and in-depth strategic thinking to help them win and keep the most sort-after customers.

 

The following programmes are designed for Sales and Business Development Executives, Managers and Key Account Managers:

• Increasing your Sphere of Influence
  (Sales presentation programme)

• Mastering Key Account Management
  (Client relationship management programme)

• Negotiating for the Best Outcome
  (Advanced skills in Negotiation programme)

 

 

ORGANISATIONAL DEVELOPMENT

 

Finding the best talent to operate, manage and lead teams is critical. Every organisation has its unique way of managing and developing talent to produce the most driven and highest performing team. We take pride in digging deep into the organisational culture in our pre-training phase in order to deliver programmes that address issues in the business environment and within the organisation. Our OD programmes challenges the norm and requires a new way of thinking to support Change.

 

• Driving Positive Work Culture
  (Organisational and culture building programme)

• Team Mastery
  (Team effectiveness programme)

• Mentoring & Coaching
  (Talent development programme)