Customer Service Consulting
What We Do With You
We will work onsite to provide your management team with tools, tactics and a process enabling you to unfreeze-->shift-->refreeze conditions, attitudes and behaviors in your organization.
Goal: to build customer and employee loyalty through a culture of serive & accountability.
The following is representative:
UNFREEZE
• Establish a compass for the initiative with laser-focus)
• Gauge your corporate, functional and site readiness
• Pulse your current customer and employee satisfaction and loyalty
• Identify and rate customer perception points and processes
• Provide a gap analysis & determine action steps for “areas of focus”
SHIFT
• Organization-wide focus on “The Four Fields of Success” & Best Practices
• Establish service teams to address key issues
• Conduct “Management Forums” for alignment and commitment to best practices
• Conduct customer service training for employees
• Calibrate your HR, Finance and other functions to support accountability & motivation
• Facilitate “Service Value Chain” reviews & establish dashboard metrics
RE-FREEZE
• Obtain feedback from customers, employees and managers
• Promote recognition and celebration
• Set the stage for continuous improvement & lasting results
Your managers at all levels will know how to:
1. Manage your organization to be trustworthy (in terms of your products & services)
2. Manage people to genuinely care (in terms of your employees and processes)
3. Manage themselves and their employees powerfully to get results
Managers will acquire skills, attitudes and behaviors that achieve lasting results:
• Managing “The Service Value Chain” & confronting brutal facts
• Managing “Four Fields of Success”--focused alignment & metrics
• Managing for accountability: getting results through evaluation
• Managing through coherent communication
• “Pulling” the right performance from employees
• Hiring the right employees and motivating them
• And more, based upon your needs.