Customised Programs
|
This 4 stage process includes: Setting Objectives and Identifying Issues
1) Working with management we uncover the main sales, marketing and customer service issues. Together we map objectives and timeframes. 2) In the Preparation Stage we learn about your business and current sales & customer service practices through a combination of mystery shopping evaluations, customer surveys & staff interviews. A situation analysis report is prepared, identifying the main issues and offering professional advice on how to solve the problems. Each customer touch point is considered – face to face, phone, email, website, direct mail and advertising. 3) The delivery phase is where we implement recommendations. We involve the staff to increase the ‘team’ synergy and guarantee their ‘buy in’ to the process. We then customize training with ‘hands on’ coaching sessions. The recruitment process is paramount for a successful business, we counsel on recruitment procedures and policies and implement solid change management principles and strategies. We will scrutinize your documentation and sales process and re-structure both including operational changes and sales training. We will offer the ideal reference tool for ongoing business improvement. 4) The measurement and evaluation phase allows us to gain both quantitative and qualitative feedback on the program and outcomes – absolutely necessary for ongoing change and flexibility to adapt to changing markets and business goals. |
Learn more about our services |