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Christopher Jones

"From initial consultation and requirements gathering, their team identified our needs and structured training, metrics design, and go-live coordination.  This was a significant undertaking with 25 students and a need to have staff ready within two months to meet the rapid growth of our business.  Meeting our quality goals and timeline would not have been possible without them."

The final result: "Our IT Service Desk has met or achieved all of our top line goals.  Because of clear and rigorous training they provided, we are enjoying >90% customer satisfaction and are meeting our productivity and cost goals."


Christopher Jones, IT Director, Bay Area biotech company.

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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