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SGS Touch RATER – helping businesses to increase profitability through customer service excellence.


Improve customer loyalty and drive new business by focusing on customer service standards within your organization. SGS Touch RATER is a service excellence program that will help you to review existing service standards and processes and build on them to create a sustainable business. It comprises four key stages:

Service Design: Customers who enjoy their interaction with an organization will be more likely to recommend it to others. We help your organization to redesign its service standard and introduce innovative solutions through interactive workshops. We focus on understanding how to develop new and improve existing customer touch points.

People Development & Recognition: Excellent staff, effectively trained, deliver excellent services. We help you to improve the skills of your team. We work with both management and front line employees to train them and help them achieve recognition through certification to one of the following qualifications:

  • Certified Service Officer (CSO)
  • Certified Service Executive (CSE)
  • Certified Service Trainer (CST)

Customer Experience Analysis & Performance Tracking: Our systematic analysis of your organization, its day-to-day business and interactions will identify the critical ‘touch points’ of your customer’s experience. Understanding how, when and why customers interact with your organization enables you to focus on meeting their needs and harmonising them with your business aims.

Process Excellence: Optimize your processes with our help to increase the effectiveness of your business processes, shorten cycle times and reduce inventory.

Pre-Event Analysis

To boost your success and maximize the benefit of the Touch RATER program we will conduct pre-course analysis to assess training needs and set clear objectives to deliver the best and most appropriate training. These include:

  • Mystery Shopper Analysis: To assess the level of compliance with industry standards and define training needs.
  • Personal Survey: To obtain feedback from subordinates, peers and supervisor in order to devise the training model and method to suit the delegate.

Demonstrate your commitment to customer service excellence, contact SGS and book your assessment and training today.