Operation Zest ®


What is Operation Zest?

Operation Zest is our pioneering quality mark which infuses excellence into everything we do.

How will Operation Zest benefit me?

Operation Zest inspires our people to strive for excellence in everything they do and to continually raise the bar for themselves and the team. It is by nurturing this culture using Operation Zest that we are able to move beyond a culture of customer satisfaction to one of customer delight for both you and your customers. This culture of excellence is one that our clients tell us that many other call centres struggle to replicate.

Lemon recognise that the best way to create a WOW experience for you and your customers, is to first create a WOW experience for our team.

Where did Operation Zest originate?

We have studied some of the world's boldest companies in our pursuit to seek out customer service excellence. Taking inspiration from pioneers in the service industry, such as the likes of Apple, Disney and Virgin, we have read, learned and experienced what it is to believe in the pursuit of excellence. We have absorbed everything we have learned and added a twist of Lemon to form Operation Zest!

How does it work?

Operation Zest comprises of 6 segments, each playing their own integral role in our quest to achieve genuine customer delight on each and every call.

Image and Attitude:

Image and attitude infuse the six segments of Operation Zest together and it is the starting point in our quest for excellence. The way we present ourselves and the environment we work in must be synonymous to our values and positively impact on our journey.

'Excellence is not a skill it is an attitude' – Ralph Marston.

Recruitment:

It is critical that we find the correct people for the journey. Selection is made using key skills and experience, but also considerable weight is given to values and attitude. We know we are nothing without the strength of our team and we nurture it carefully.

'When a team outgrows individual performance and learns team confidence, excellence becomes a reality' - Joe Paterno.

Training:

From a hands on pragmatic approach to a classroom environment, training is fundamental in our quest for excellence. Under Operation Zest the team are taught practical skills as well as the science behind their role, such as the customer journey and caller psychology and this in-depth knowledge provides for a highly professional and ever improving service in our quest for excellence.

'We are what we repeatedly do. Excellence, then, is not an act but a habit' – Aristotle.

Performance Review:

To stand still is to fall behind and therefore the conviction for continuous improvement forms the foundation of our culture and the basis of our journey. Assessments and performance reviews allow our team to continually move forward and pioneer new levels of excellence.

'The journey of a thousand miles begins with the first step' – Lao Tzu.

Communication:

Communication is the lifeblood of Operation Zest. With frequent, open and effective communication, such as through focus groups and an open door policy, we are able to pull in the same direction in our pursuit of excellence as a team.

'If everyone is moving forward together, then success takes care of itself' – Henry Ford.

Recognition:

Recognition nurtures morale and morale is the heartbeat of Operation Zest. Maintaining a high morale ensures that we are able to consistently achieve a high level of service. We never underestimate the importance of the words 'well done' and their ability to breed enthusiasm to help us on our journey.

'Nothing great was ever achieved without enthusiasm' – Ralph Waldo Emerson.
Operation Zest encapsulates everything we do. We truly live it and breathe it and it helps us to really live up to our claims of being the Zest call centre in the UK!

If you would like to know more about Operation Zest and how it can benefit your business give our team a call now on 0800 612 7595, or of course you can use the 'Get in Touch' box on this page or email our team at zest@no-sour-business.co.uk. We look forward to hearing from you.
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Lemon is a Gold Investor in People Lemon is ISO9001 accredited Lemon is ISO27001 accredited Lemon is a member of the NECC Operation Zest, our pioneering quality mark Lemon is a Gold Investor in People Lemon is ISO9001 accredited Lemon is ISO27001 accredited Lemon is a member of the NECC
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