The Optimus Service Excellence Programme recognises and rewards organisations for implementing and delivering excellent customer service and for having structures in place to continually review and improve quality and service standards.
The programme enables participating establishments to benchmark their visitor satisfaction results with other participating establishments.
The programme seeks to create and develop a service excellence culture that is specific to your organisation.
At the core of the Optimus Service Excellence Programme is the belief that every single employee in the organisation can and must make a difference to the quality of the customer’s experience.
All employees in the organisation from frontline staff to senior management participate in the mentoring programme.
The Optimus Service Excellence programme is independently assessed on an annual basis by an experienced panel of assessors who have been approved by the Optimus Service Excellence Approvals Board.
Facilitates continuous business improvement through ‘excellence’ service management principles under the guidance of a mentor;
Results in visitor satisfaction tracking and thus valuable information on the strengths of the organisation in addition to areas for improvement to be addressed;
Leads to the structured development, implementation and management of customer-centred service standards and measures;
Fosters a common language and service culture where every individual in the organisation is clear about the contribution they can make to creating a memorable visitor experience;
Ensures more effective communication within departments, across departments of the organisation and indeed, where is the case, across multiple sites of your tourism organisation;
Consequently, increases the consistency of service delivery across departments (and multiple sites);.
Helps your organisation keep abreast of your customers’ needs and expectations in a changing and competitive marketplace and thus better meet and exceed them;
