Consulting Services
Providing customer care organizations with innovative, cost-effective solutions that drive employee engagement, customer satisfaction and performance since 1986
Passionate, engaged employees are the secret to success of legendary service providers like Zappos, Lands End and Southwest Airlines. When employees who serve your customers feel valued and appreciated, engagement rises and so does performance and customer satisfaction. We know from experience that while managers and supervisors are the key drivers of employee engagement, they often lack the necessary skill-set to be effective coaches and mentors. We transform front-line leaders into master communicators who know how to give each person on their team the positive support they need to truly excel.
Barbara’s extensive client list includes: Honeywell, Target, Microsoft, Estee’ Lauder, Idaho Power, Proctor & Gamble, State of Minnesota, State of Pennsylvania, Cox Communicatons, Progress Energy, Alltel, Carlson Companies, City of Austin Texas, Georgia Power, Verizon and Time Warner.
Barbara’s Services
- Leadership training programs for front-line supervisors.
- Teleseminars for customer service supervisors.
- Employee engagement surveys and assessments.
- Employee morale assessment and improvement initiatives.
- Employee engagement consulting.
- Integration of consultative selling into inbound service centers.
- Customer satisfaction measurement and improvement.
- Manager and supervisor development and coaching.
Case Study: A groundbreaking employee engagement project.
Leadership training: Creating high-performance teams that get results.
Top 15 Ways Customer Service Centers use the book
The Napkin, The Melon & The Monkey.
Contact Barbara for a confidential conversation to discuss your situation.
