What makes us special?

DIVE Group is highly experienced and reliable company with strong vision for future! By now we have already helped numerous companies to achieve higher financial and non-financial results through service excellence

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Listen, learn and react!

A popular adage says that one dissatisfied customer will tell about his/her experience ten other customers.

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Why Service Excellence is important?

We often hear companies saying that good customer service is very important for them, but in reality, actions do not seem to support that statement. Instead of that many organizations today tend to focus only on choosing faster and easier ways to get fast recognition and easy money. Company managers forget that front-line determines the success of the company.

Here we can refer professionals in it’s field.

Johnston, R. & Clark, G. have written in their book Service operations management book that Service Excellence means that it is not about exceeding the expectations of customers, but primarily about “delivering what is promised and dealing well with any problems and queries that arise”.

Or Johnston, R. has said in other words that it is all about the organizations being “easy to do business with”.

In light of the recent economic recession, Service Excellence topic is drawing more attention. Being more customer-focused and providing Service Excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps business to win clients in an extremely competitive environment nowadays and it facilitates cost–saving.

Areas of Expertise

Our experience is supported by team members, who have sociological background (education and/or work experience). Since we view our staff’s knowledge and experience as a competitive advantage of DIVE, we devote great attention to the development of our personnel’s competence. By caring for our team and supporting their personal and work growth, we ensure the high quality of our services and customer satisfaction.

Personal approach

Client’s needs, goals, internal processes

High quality

Shoppers’ 4–stage recruit & rotation, 2–stage quality check and Fast data delivery

Experience

Over 15 years experience in most of service sectors

Innovation

Wide range of online system features, new solutions

Mystery shopping is a tool of management, which uses priorly trained anonymous evaluators, who impersonate regular customers for analyzing customer service contacts. MS is great for measuring skills and behaviors of the employees, cleanliness and promotions.