Customer Service Consulting
Build lasting customer and employee loyalty Grow a culture of service & accountability
“We went through an exhaustive process where we weeded through over a dozen different companies through an RFP and interview process. Bob and his team not only gave us the best proposal, they conducted themselves in the manner in which we want to operate. They were friendly, timely and professional.” -General Manager, Regional Transportation Company
"Customer satisfaction survey scores continue to improve month by month, and a large part of that is due to your ongoing efforts." -CEO of a Healthcare System
Why isn’t “customer satisfaction” enough?
What, specifically, can we do to invite customer loyalty?
What relationship is there between customer satisfaction & loyalty and employee engagement & loyalty?
What are the two litmus tests for future success?
Is there a better predictor of customer behavior than customer satisfaction data? Yes! It's about loyalty. But, how do we build that loyalty?
Our outcome-based process defines a clear path of action to build a culture of service and accountability. The compass to do so is awareness that customers and employees must:
(1) Think certain things about your products and services; and
(2) Feel certain ways about your people and processes. With this compass, your managers learn how to invite loyalty among employees and customers.
Managers acquire:
TACTICS TOOLS GOAL CLARIFICATION
CLEAR PROCESS FORWARD RIGHT ATTITUDES KEY SKILLS
RIGHT BEHAVIORS SERVICE BEST PRACTICES
ACCOUNTABILITY ALIGNMENT & FOCUS BUY-IN TO SUCCESS