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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:

 
Customer Service Excellence Programs

Touchpoint Analysis

Customer Experience Management

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

Evaluation of Recorded (or Live) Calls and Recommendations for Improvement

Call Monitoring

Increasing Staff Engagement and Creativity

Creating Relevant and Customized Certifications

Creation and Editing of Video Content

Creation of Reusable Networked PowerPoint Decks for Training and Sales

Licensing of Green Peg Materials


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:

- 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