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Customer Service Solutions
The goal of every organization in
the world is to satisfy its customers. Failing to consistently
do so can result in lost revenue or funding, unnecessary
expenses, frustration, low morale, loss of key customers,
and in some cases, going out of business.
PPI offers a variety of customizable ½ - to 1-
day workshops that help staff develop the skills to
manage internal and external customer relationships.
Customer service training
that helps all employees:
- Recognize the value of providing excellent customer
services
- Manage customer expectations
- Address two types of needs that customer typically
have
- Effectively communicate with customers
- Turn dissatisfied customers into satisfied customers
- Deliver timely and accurate services
- Manage telephone and email interactions
Customer service training
that helps managers:
- Create and articulate service vision for their
teams
- Anticipate customers’ changing needs and
adjust services to meet or exceed them
- Identify and improve processes that are not customer
focused
- Identify competencies for delivering service
with excellence
- Create service standards and set expectations
for all aspects of customer interactions
- Build their team’s capacity to deliver
excellent services
- Effectively collaborate with other departments,
organizations, and suppliers to meet or exceed customers’
needs
- Recognize and reward staff for delivering service
with excellence
PPI Organizational Development Consultants
provide a variety of services designed to help organizations
improve their capabilities to improve internal and external
customer service.
Process Analysis and Redesign
(PAR) services that help organizations:
- Collect data and establish baseline information
- Analyze business processes
- Redesign and streamline processes
- Map and document processes
- Develop clear operating procedures
- Eliminate operational problems and inefficiencies
- Increase productivity
- Increase customer and employee satisfaction
- Document and measure improvements
Continuous
Process Improvement
Customer Service Change Management
Services that help organizations to implement
successful customer service improvement initiatives
by:
- Conducting an assessment of the organization’s
current state
- Defining and instilling core values, attitudes,
norms, and behaviors within the organization that
support new ways of doing business and overcome resistance
to change
- Building consensus among customers and other stakeholders
on specific changes designed to better meet their
needs
- Developing tactical action plans to close the gaps
and eliminate barriers for achieving the new vision
- Implementing communication strategies that drive
commitment to achieving excellence in customer service
- Planning, testing, and implementing all aspects
of the transition: organizational mission, structure,
or business process, etc.
Customer Service Checkup
- Deploy a variety of tools to diagnose and uncover
root causes of internal and external customer service
dissatisfaction
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