"We achieved a huge amount with just a one-day program. Instead of working on superficial 'skills' you got to the heart of what was causing the dysfunction - the poor relationship between management and staff. In our anonymous survey of all 700 attendees, 80% said they felt senior management was more committed to improving the current situation; 76% said they realized that management and staff essentially want the same thing. A real result!"

—NC,
Director of Operations
Coutts Bank (Royal Bank of Scotland Group)

Skills for Customer Service Professionals

Building Customer Service Core Competencies

Over the past 13 years we have assisted many companies in creating, reinventing and upgrading their customer service organizations. We have helped clients to improve both inbound and outbound aspects of their operations, including:

Turning customer service cost centers into profit centers by showing call handlers how to identify up-sell and cross-sell opportunities and actively sell.
Designing and implementing workshops to shift attitudes and upgrade customer service skills.
Working with call center managers to bring about measurable performance improvements in a short space of time.
Motivating staff in roles that are often repetitive and monotonous.
Training staff to conduct outbound customer care campaigns.
Achieving a measurable increase in customer satisfaction ratings.
Teaching stress management strategies and communication skills to staff in demanding roles to improve the quality of their daily worklife.

For more information on how we can help your customer service organization, contact us .