You are here: Home/ Services/ Customer Service Excellence/ Overview Overview Kefron McLaw Build Customer Service Excellence It costs you five times as much to win a new customer than to keep a current one. But, customers are not loyal by nature and research shows that emotion influences purchase decision six times more than rationale. You must go beyond simply delivering your product, and develop strong bonds with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations and exceeding them, every time. Service excellence is an attitude engrained in every department and it begins and ends with your people and processes. It requires more than a streamlined customer service department or a slogan on the lunch room wall. Excellence is a consistent, premium service at every pass set and supported by excellent operational processes that drive your company strategy at every level. Kefron McLaw have worked with a wide variety of client companies to create full transparency in the processes that are key to delivering excellent customer service. We untangle confused and conflicting processes elements, strip out all waste - delays, double handling, poor quality and training, until what remains is an excellent, robust, repeatable and sustainable service model.