Customer Service Consulting

To be successful, your business needs a consistent competitive advantage that sets you apart as a top company. With the changing pace of business, it takes more than your technology superiority, market position, or pricing to set you apart from the competition. To have a sustainable advantage, you must have customer loyalty, maintain a lower cost structure, and be consistently able to anticipate the needs and expectations of your customers.

Intrinsically, you must consistently exceed customer expectations and manage service levels to ensure you meet or exceeded customer expectations on time, every time.

CTI can assist in implementing an exceptional customer service program if you:

• Have inadequate customer satisfaction metrics.
• Lack a platform for data-driven improvement plans.
• Are missing measurable data for each customer’s interface.
• Are unclear on a strategy and improvement game plan.
• Have inadequately trained employees to delivering exceptional customer service.
• Focus on service improvement programs rather than outcomes (activities versus results).

CTI customer service consulting offers a methodology for capturing information on customer needs and expectations and incorporates this information as a mutual focus across the organization. This determines what-and-how exceptional customer service programs are established and implemented - through collaboration - across organizational functional barriers.

A customer service consulting program that links customer’s needs and expectations to your overall business goals and objectives can:

• Drive a data collection system and methodology that provides measurable data
• Establish customer service metrics that focus on the customer
• Evaluate, baseline and determine employee training needs
• Provide employees with relevant customer information allowing them total client focus
• Improve your bottom line

Linking customer needs and expectations to a results based program can lead to visible and measurable customer service improvements. Your results based program is managed with relevant data, methods and metrics. Once these components are established, employee behavior and commitment to exceptional customer service change for the better.

Please click here to request more information or to contact us.