Speaking & Consulting
keynotes | training | consulting | one sheet
CONSULTING
Consulting Services for Customer Service
There is a profound difference between the organization that proclaims
service is important and the organization that allocates the resources
needed to actually make the customer feel important. In order to be competitive
and dramatically improve service, every interface with the customer needs
to be examined. Corporate and employee habits must change sometimes causing
employee resistance. However, for the company committed to the customer,
this is merely an adjustment period and the results far outweigh a temporary
period of awkwardness. A successful customer service improvement initiative
will integrate into the company culture and become the new way of life.
When
you hire Joan Fox to improve your customer service, the comprehensive
process includes:
- Assessment
- Service standards development and installation
- Validation of
standards with the customer base
- Customer service training
- Train the trainer
- On-going assessment induction
- Integration of initiative into
existing culture
- Accountability measures
- Best Practices
The purpose of consultancy is to incite the client to see old
things with new eyes and then make the changes that get better
results. |
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"Intrieve
engaged the services of Joan Fox to work with us on our Customer
Delight Commitment, one of our strategic
objectives. This encompassed assessing our current service level,
developing corporate service standards, training all employees and
managers on these standards, integrating these standards to our rewards
and incentive programs, establishing a supervisor monitoring program
and installing best practices to ensure that the initiative continues
to be part of our culture.
Joan was a
key ingredient in our ongoing success with this initiative. Customer
Delight is part of our culture,
and we now have ways to
measure our progress and ensure uniform delivery in accordance
with our standards. Throughout the process Joan lived up to Intrieve's
standard of "being a delight to work with". Her professionalism,
expertise, and enthusiasm enabled us to meet our goals not only
with excellent results, but on an aggressive time schedule. As
Joan's
customer, we "feel served!"
— Beth L.
Basil
Chief Operating Officer & General Counsel
Intrieve Incorporated
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