SERVICES

CONSULTING

SBC was established with a strategic goal to support Botswana and regional organisations with consulting and training for service improvement and sustenance. Using a team driven service improvement process, SBC assists organisations to adopt and own appropriate strategic choices by formulating and monitoring non-negotiable service standards. In addition to assisting in the improvement of customer satisfaction and relationship building, SBC provides support to organisations and individuals in their quest to instill a service mindset in all employees.

Key Consulting Services include:

  • Customer Service Strategy Development and Implementation Support

  • Quality Management System Implementation

  • Change and Transition Management

  • Journey to Excellence

  • Team-building

 
 

RESEARCH

SBC ‘s qualitative and quantitative research department conducts various types of market research including customer satisfaction surveys, mystery shopping, focus group moderation, product testing facilitation, research interviews, and advisory services in many types of qualitative research. Our expertise also includes in depth surveys (IDI's), ethnography, observational research, usability research, idea generation, across many different target segments and topics. Our facilitation and enablement processes are highly effective for research projects. During the design stage, our professional planning process involves isolating key objectives and identifying critical success factors. SBC provides clients with outstanding quality research work that reflects strategic thinking, objectivity and thoroughness. We are sensitive to client needs for speed, without compromising the quality of the work we deliver. In addition, we provide our clients with the full benefit of our many years of management consulting experience as an "added value" to the basic qualitative research services we provide.

Types of Research

  • Focus Groups

  • Mystery Shopping

  • Customers Satisfaction Survey

  • Image and Brand Perception Surveys

 
 

TRAINING

Using African specific, well researched training products, SBC provides training that appeals to service attitudes and practices that are inherent in the culture of African people while aligning with global expectations of service delivery.

Types of Training

  • Team Leadership Programme for Supervisors

  • Customer Service Training Programme

  • Change Management Training