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Kerry Slattery

Jim worked with us to develop a customer service curriculum and consulted on a department metrics initiative. He's a skilled communicator, enthusiastic facilitator and deeply knowledgeable when it comes to creating a customer service culture.

Below is a summary of work delivered by Jim:

Customer Service class workshops.
Interviews to assess the culture (In-Person, Telephone, Electronic Surveys, Email).
Development of KPI (Key Performance Indicators) strategy based on needs and staff input.
Creation of KPI multi-voting tool to rate relevant KPIs.
Facilitation of KPI weighted multi-voting workshop for managers.
Data collection (7,000 data points) and utilization of KPI voting results.
Development of target setting strategies and communications.
Completion of KPI Supervisor course and coaching points for Genentech Access Solutions.
Classroom delivery of course and exercises to supervisors.
Creation and delivery of on-line examination with automatic scoring to assess knowledge of supervisors on performance metrics.

Kerry Slattery
Sr. Manager
Quality, Process & Training
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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