PROACTIVE & REACTIVE CUSTOMER COMMUNICATIONS
Listening and collaboration are core to our customer service consulting approach and allow us to tailor solutions to our clients' unique needs. Diversity, equity and inclusion are also central to this work.
Process Performance Improvement
Current State Diagnostics
Crisis & Reputation Management
Operating Model Evolution
Customer Experience Intelligence
Customer Service Governance
KPI Development & Measurement
Vendor Evaluation & Management
Project & Program Management
Consistently great service is achievable. Our training is tailored and designed to change perspectives. We help each member of your team understand their value, their role, how they connect to your mission and vision and how they contribute to the overall customer experience. We give them the knowledge, skills and competencies, along with the leadership support, that will increase their sense of belonging, performance and success, leading to better experiences for them and for their customers.
Training topics include:
Building a Responsive, Empathetic, Inclusive Service Culture
Effective Problem Resolution & Service Recovery
Confronting and Mitigating Bias on the Front Line
Challenging, Harassing & Abusive Customers
Removing Friction from the Customer Journey
Customers expect you to be responsive, helpful, genuine, empathic, inclusive and authentic. On any topic and in any situation, we help your teams communicate more effectively and more successfully via any channel they choose, whether face to face, telephone, written, self-service, chat or messaging.
RESULTS DRIVEN, CUSTOMER CENTRIC CONSULTING