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Organization Development & Management Consulting

Our OD and consulting practice is focused on improving internal customer service and external customer service to improve your bottom line.  We offer a comprehensive toolkit of methodologies and approaches to help organizations increase their efficiency and effectiveness:
  • Customer Service Excellence Programs
  • Touchpoint Analysis
  • Customer Experience Management
  • Creation and Editing of Video Content
  • Improve Call Center Customer Satisfaction
  • Customer Surveys
  • Internal and/or External Customer Service Audit
  • Strategy: "Define and Align"
  • Updating or Creating KPIs (Key Performance Indicators) and Balanced Scorecard Metrics
  • Identifying and Implementing Changes Needed to Become a Service Based Culture
  • Improving Teamwork and Accountability
  • Creation of Core Values
  • Defining and Aligning Performance Metrics to Core Values
  • Identifying Ways to Improve Service
  • Facilitation of Workshops
  • Webinars (Communication for Project Managers, Root Cause Analysis...Let us Know!)
  • Evaluation of Recorded (or Live) Calls and Recommendations for Improvement
  • Increasing Staff Engagement and Creativity
  • Creating Relevant and Customized Certifications
  • Creation of Reusable Networked PowerPoint Decks for Training and Sales
  • Licensing of Green Peg Materials

For a more detailed look at case studies, please see our Previous Work.

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To: Managers & Directors

We can design a consulting and training program for your group that will produce measurable improvements. Let's talk.

Great Principles:

- Challenge the "Rules"
- Make it Fun
- Develop the Culture
- Know your Customers
- Revisit Core Values
- Embrace Metrics
- Anticipate Needs
- Adapt to the Situation
- Service Recovery
- Attitude Creates Reality

"I liked sharing real-life stories. This course brought concepts down to a level we can apply at work."
B.L. - IT Director

"I liked the real-life examples. I would like to see this course offered to entire departments.
"M.W. - Desktop Support

"Using examples from our own jobs helped us transition from simply having the tools, to applying them in our everyday lives. It was fun and informative. I would definitely recommend this workshop to other customer service professionals."
 S.D. - Shipping/Receiving