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Founder’s Statement
You can’t shrink your
way to success. You must
grow, but you can’t grow if you’re losing business every year and
constantly addressing issues with the irate customers who chose to stay.
While new customers symbolize the waters that fill the revenue
bucket, many companies do little to ensure there are few leaks in the
bucket allowing new customers, new revenues, to flow away.
Customer Service
Solutions plugs these leaks by ensuring that your processes and culture
can deliver what your marketing promises. We were founded in
1998 and stay committed today to helping you
Understand the financial
value of a customer, Track the quality and effectiveness of meeting
or exceeding that customer’s expectations, and Gain and retain
more customers through the proper design and implementation of
your service systems.
The end result is a
motivated and supportive customer base, decreased expenditures to
attract new customers, and a better bottom line.
Our Total Focus –
Customer Service
Our goal is to have a long-term relationship with our
clients, partnering with them to meet their core customer service needs.
This could include Strategy Development on how
to change a culture and get everyone on the
same page, or how to develop relationships with
and retain clients. Our
Operations Consulting helps you to
design and improve the processes you use
to serve your customers, making you more efficient, productive, and
standardized to a higher level of performance.
Our Research Services help you
see your business through the customer’s eyes,
prioritize retention efforts, and
increase revenues.
And our Training Services enable you to
equip leadership and
staff with the key philosophies,
principles, and skills to be successful.
No matter what we do for our clients – Strategy, Operations,
Research, or Training – it all focuses on Customer Service.
How We Do It – A
One-Stop Shop
You may wonder how we can do such varied and important
activities. Our founder has
20+ years management consulting experience so we’re exceptionally
efficient yet customized in our work, and we partner with some
outstanding outside businesses and personnel on our research services in
particular. CSS has
conducted hundreds of engagements resulting in the successful completion
of thousands of mystery shops, several hundred surveys over the years,
and several hundred training sessions facilitated.
We can do all this because we know customer service so well,
and we strive to know our customers just as well.
That helps us to retain a majority of our clients for multiple
years or projects to continue to improve their bottom line by improving
their customer service.
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