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V. Brown

We wanted to implement a comprehensive training program which ensured team members were trained on all distribution programs and processes and received specialized service training to continue raising the bar on our service to customers.  Jim dived in by: gathering requirements, initiating group interviews, conducting a needs analysis, and gathering and organizing all department SOPs.  To ensure the information viewed during the training was easily accessible, Jim developed an excellent slide network that simplified access to a large amount of information which included employee videos--which added a creative and memorable touch.  The service training and exercises were on point and left the team with actionable tools and suggestions for providing excellent customer service.  Jim also helped us develop a customer satisfaction survey that is designed to give continuous feedback on how we're doing and how we can better serve our customers.

V. Brown, A 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