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Consulting

Our management 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 service-based organizations increase their effectiveness:

 
Improve Call Center Customer Satisfaction

Define and Communicate Strategy

Alignment of Strategy Throughout the Organization

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

Identifying Ways to Improve Service

Facilitation of Workshops

Increasing Staff Engagement and Creativity

Creating Relevant and Customized Certifications



Overview of Services (.pdf)

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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:

- Break the rules
- Make it fun
- Develop the culture
- Know your customers
- Faster!
- Embrace metrics
- Anticipate needs
- Adapt to the situation
- Rescue botched service
- Simple things matter

"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