Service Monitor – Customer Secrets

What are your customers saying about you?  View a short 6 minute video explaining how you can find out!

Customer don’t always give us information where and when we want it.  They just transmit.  Find out how to listen.

On-line Training Program

Training budgets are being cut, yet we need training.  How do you reconcile the two?

Read more about the online training programs running monthly for a mere $10 per month per store/location.

Customer Service Audits

A consultative approach evaluating the organisation from the inside out. Reviews procedures, processes, staff performance and blind side-holes in the service experience.

Facilitation

Management workshops enabling managers to move beyond their mere mission to find the true purpose

Workshops

Front line staff workshops break down the big messages to a few salient points with heavy use of examples.

These examples show how seemingly unremarkable people in unremarkable jobs can perform remarkable feats.

The workshops include a self-diagnosis of each attendee’s service levels, staff engagement, and company purpose to provide a measurement of wasted value.

The attendees leave with direct tools to take into their work and ways to communicate the message with front-line staff.

Secret Service – Keynotes

All keynotes can be delivered as a standalone, or following a customer service audit. When combined with a customer service audit, the message lives within real life examples unique to the client. They are less abstract and make the point more poignant for higher impact.

For example, one client discovered that only 7% of their critical email Sales enquiries were answered within 2 weeks (if ever). Even hardened Sales Managers sat up and took notice. Truth and data get attention!

Secret Shopper Program

An outside-in tool measuring how customers view the organisation. Mystery Shopping is used to measure front-line staff compliance with corporate strategy and goals.

The corporate website is here.