Step 1. Initial Review & Needs Assessment

Step 2. In-Depth Evaluation & Consulting

Step 3. Integrated Customized Solutions

Step 4. Ongoing Measurements & Support

Step 1. Initial Review & Needs Assessment

• Top-line needs assessment and operations review of vision/values, service delivery processes, support systems, image, employee practices and leadership effectiveness
  
  
• Evaluation of corporate culture integration and impact
  
  

Total Customer Experience™ zoom-in to learn more

Total Employee Experience™ zoom-in to learn more

Step 2. In-Depth Evaluation & Consulting

A detailed exploration of each aspect of the Total Customer Experience™ and the Total Employee Experience™ may include:

• Series of mystery shops
  
  
• Evaluations of service and performance standards, selling process, tools and technology
  
  
• Assessment of accountability systems
  
  
• Review of internal marketing tools and strategies, reinforcement and recognition programs
  
  
• Assessment of leadership culture, expected behaviors and developmental strategies
  
  

Step 3. Integrated Customized Solutions

Develop, implement or help clients implement recommendations
that lead to a high performance service culture. This may include:

• Facilitating the development of the service culture and standards
  
  
• Integrating the ProPeople System™ to ensure consistent messages
  
  
• Refining recruitment/hiring strategies
  
  
• Designing and delivering interactive learning programs in customer
  service, sales and leadership through high touch or high tech delivery
  
  
• Developing internal marketing strategies and ongoing reinforcement/ recognition systems
  
  
• Development and refinement of accountability systems
  
  

Step 4. Ongoing Measurements & Support

• Create a system of periodic measurements of sales, service delivery, support systems, image and leadership effectiveness
  
  
• Establish appropriate benchmarks and create trend analysis reports
  
  
• Provide coaching and mentoring for the further support and reinforcement of training through one-on-one coaching, phone support and additional training