Allow us to utilize our 25+ years of HANDS-ON experience to develop a custom solution for your organization!

Customer Service Operations Analysis

A thorough operations assessment to identify all processes impacting service delivery to the external customer.  We will help you take a global look at your operation in search of processes that are critical to delivering a great customer service experience.

Process Analysis and Improvement

Onsite facilitation of process analysis and value added improvement projects.  We will assist you in documenting your present processes step by step to identify the current state of your operation. The fun comes next as we identify unnecessary or reduntant steps, remove delays/waste and look to invoke simple technology to create efficient and effective processes to insure great customer service both within your organization and to your purchasing customer.

“It’s A System” Seminar”

A one day seminar on the importance of cross functional collaboration for maximum service delivery. We will discuss the importance of “getting in the other person’s shoes” to understand how everyone impacts one another in the quest to deliver great customer service. This session will build teamwork, improve employee morale and increase the respect level across departments within your organization. The goal is to get everyone to pause and ask themselves “If I take this action, who’s impacted by my decision.”

“Associates in Action” Training

Customer service training for face-to-face and phone customer service associates tailored to the needs of your company. We will assist your front line employees in becoming customer service amabassadors by equipping them with the skills necessary to create loyal customers. They will learn: The power of “Please” and “Thank You”. Skills for dealing with the upset customer. The importance of using your ears more than your mouth. Why it’s important to be energized when servicing the customer. The training will be built around your product or service – no “off the shelf”  or “one size fits all” package for you, our customer! We’ll spend time with you to learn the specific needs of your organization, design a custom program to fit your needs and build in basic customer service skills in order to provide a comprehensive solution.

” So Now You’re In Management”

A one day training course on the fundamentals of systemic management for the new manager.  In this session, we teach you: A six step comprehensive program for the development of the first time supervisor/manager. Why cross functional knowledge increases your value as a supervisor/manager. How pattern awareness contributes to your success with your direct reports. The importance of clear and regular communications. How to gain the respect of your direct report personnel as well as your manager. The importance of getting the story behind the operational numbers before making both operational and  people decisions. The difference between the macro and micro elements of supervision. Why your relationship with your human resource department is crucial to your success.

Contact us today to schedule your initial consultation!

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