WHY?

Businesses and organisations are realising that being customer-centric is the key to wealth creation. Within the next five years, the number of customer interaction centres worldwide, will double.

WHO, WHEN, WHERE?
Our preferred clients are those willing to stretch, to become passionate about customer satisfaction, to escape from 'command and control' practices - and to mobilise their entire organisation towards worldclass service delivery.

We are called in when major transformation or improvement is needed, a merger or acquisition is about to take place, a customer service centre is 'toxic', a customer service centre is to be established, the organisation wishes to wholeheartedly embrace customer service as its driving force.

RECENT ASSIGNMENTS
We introduce an integrated marketing approach with web, help
desk, sales force linkages for a national overalls and uniforms
manufacturer.

Distance learning is provided to an international
charity food and supplies distributor to impoverished countries

We are commissioned by a pre-eminent financial services firm to develop social intelligence skills for their inhouse trainers.

The contact centre of a nationwide food, clothing and fashion retailer needs a customer value proposition, meaningful performance measures, the means to conduct regular on-line customer surveys, and a comprehensive plan to enhance their people skills and business processes and call monitoring. We assist in their achievement of higher service levels and built-in continual improvement.

Click to view other assignments

Click to view Case Study #1