Improving customer retention techniques is simple
SHARPER CUSTOMER FOCUS
SHARPER COMPETITIVE EDGE
Phone: (416) 465-0800 - Email: info@customerfocusconsult.com

Free Consultation

Sign Up for our Free White Paper

Put a Customer Service Consultant to Work for your Firm … Creating Legendary Customer Service

As your customer service consultant, I help you get a better view of the needs of the customers you serve, and help you better align your organization to respond to these needs. With best practice learning and my experience as an internationally experienced customer service consultant you will soon be creating Legendary Service.

Improving the quality of your customer service requires commitment and consistent effort from everyone ­ including your customer service consultant. Creating a product or service that is unique in the eyes of the customer is becoming increasingly difficult in today's competitive environment. Therefore, more companies are relying on service to achieve competitive advantages. Outstanding service companies share some basic similarities, but they also customize systems, structures, management styles and employment practices so suit their strategic goals. 

These 10 fundamentals will help create a culture of continuous service improvement. Companies must define success for everyone in the organization as continually improving everything - everyday. Nothing less will do. 

1. Make a commitment to service 
2. Develop a proactive recovery strategy 
3. Ensure continuous improvement 
4. Listen to customers 
5. Facilitate change 
6. Define the playing field 
7. Provide autonomy 
8. Measure performance 
9. Hold everyone accountable 
10. Celebrate success

As a pragmatic and seasoned customer service consultant I have during the last fifteen years consulted in a wide variety of industries and provided management consulting services including customer service quality consulting, change management, marketing strategy and research consulting.

In my role as your customer service consultant I act as an objective organizational catalyst, I ensure that the voice of the customer is properly captured and heard throughout the organization, so that business operations, people and supporting processes work together to deliver value.

The results are improved service, strengthened customer loyalty and retention, and increased employee commitment, and higher profitability ­ altogether a sharper customer focus for a sharper competitive edge. Here you can find out more about what I do, how I do it and my experience and credentials.

To help clients meet their training needs for creating legendary service I use the expertise of my strategic partner Cantrain Development Corporation. They provide both traditional classroom-based as well as online training in customer service and customer-focused leadership. You can choose use one of their generic highly effective programs or have them custom design a program which is tailored specifically to your organization’s culture and learning needs. You can find out more about their legendary service training programs at www.cantrainonline.com; check out Customers Forever and Customer-Focused Leadership.

If your organization is located in the U.S., Canada, Holland or Belgium I offer you a free, no-obligation telephone consultation to talk about possible issues and solutions that will help you create Legendary Service, and about how you can benefit from putting my services as a customer service consultant to work for your company.

If you want to assess how sharp your company’s customer focus is, I offer a detailed customer focus self evaluation. It consists of scoring 40 statements and will only take some ten minutes of your time. At the end of it you can conveniently and quickly compare your scores with the averages of those who completed it before you.


Home | What I Do | Differentiators | Key Themes | Voice of the Customer | Focus Alignment | Results | When i can help | Services | Experience | Credentials | Testimonials | Articles |Request info | My blog | Contact me



©2003 Customer Focus Consulting

customer service seminars | customer service consultant | customer service consulting | customer retention techniques | service quality improvement | service quality techniques |
customer satisfaction measurement
| manage customer experience | customer complaint management