At VIPdesk, we know the success that results from a collaborative partnership. Working together and solving challenges with our clients in a proven process consistently creates a more powerful solution for elevating the customer’s experience. Being one step ahead and sharing insights with our clients is a key component to our success.
Our Tailor-Made Approach: Collaborating for Success
In the initial phase, we work diligently to understand what makes a brand unique. We spend time with our clients to learn about their business, business philosophy, challenges, and goals. We analyze their products, service, and customer experience across all channels. We conduct deep analysis of the current operation and learn their pain points. We define what success look like. Author and research professor Brene Brown says to “paint done.” We “paint” in these deeper conversations so that we are aligned for success.
The Service Delivery Plan
Next, our VIPdesk team customizes the job requirements and key competencies needed for success. Whlie logistics may not be glamorous, they are a core component to ensure success. This entails a comprehensive workforce planning and recruiting strategy. Each team is comprised of hand-selected team members that match the client’s service DNA. We then develop a sound strategy to convert customers into brand loyalists and boost bottom line revenues.
During the implementation phase, we assemble the leadership team. Our executive team and dedicated program leadership team participates from project kick-off through program launch. We are exceptional at launching new programs. In fact, we have never NOT launched a new program on schedule. We attribute our on-time record to the dedication of our team and our implementation process.
A significant portion of the implementation is about recruiting. Because our VIPdesk talent pool is not limited by geography, we receive thousands of applications per year enabling us to select the best of the best from across the US. Using our comprehensive sourcing and recruiting strategy, the team works meticulously to hire talented team members matched exclusively to the brand. After performing background checks, we initiate a customized assessment to ensure a candidate meets a specific client’s job specifications and shows alignment with the brand. By matching the talent with the brand, we consistently recruit and retain A-Player Brand Ambassadors with reduced attrition.
Our dedicated trainers and customized training programs prepare our Brand Ambassadors to live their brand. They get the customers they serve. They are into the same things and speak their language. It’s clearly how we meet and exceed metrics expectations.
The Success Plan
We progress into the daily operations and management phase. We provide our clients with daily, weekly, and monthly performance data. We constantly strive to improve processes to maximize our clients’ budgets.
We also perform comprehensive end-to-end system testing to ensure successful integration.
The Service Experience Assessment
Lastly, within the first 90 days, we conduct a Customer Service Assessment. We analyze the entire customer experience, distribution codes, and craft a plan with recommendations to reduce customer frustrations. This may seem like a simple process, but a comprehensive deep dive provides a roadmap that allows our clients to make informed decisions on how their budgets are utilized.
The bottom line for us: we ensure outstanding customer experiences by providing excellent service to both our clients and their customers—sparked by the power of collaboration.