Our 9-stage intervention model

Our 9-stage intervention model from Profit Through Service

By: Profit Through Service  16/11/2010
Keywords: customer service, Management consultancy, call centre


Using our own unique "9-Component" model, shown above, developed from many years practical experience; we examine all of the major aspects of your customer services operation: 

1. Your service strategy & programmes
2. Your organisational structure and culture
3. Your service channels
4. The systems that you use
5. The processes you follow
6. Your performance management systems
7. Your recruitment processes
8. The effectiveness of your training and coaching
9. Your levels of staff satisfaction and retention 


The 4 outcomes from the 9-Component intervention, as shown in the yellow bars are:

  • Improved customer satisfaction and therefore higher customer retention
  • Lower cost of sales
  • Lower cost of service and higher staff retention
  • Higher profitability as a result of the previous improvements

Keywords: business consultant, call centre, Customer Loyalty, customer retention, customer service, Keeping Customers, Management consultancy, management consultant, management consulting, new business, profit, staff retention, turnaround