Through our customized customer service training, clients provide more consistently high levels of service across the organization, improve customer satisfaction, improve their reputation for providing service in a customer-friendly manner, reduce customer conflicts, and improve employee satisfaction, customer service competency, and attitude.

CSS customer service training helps staff be more comfortable and confident in interacting with customers and better positioned to improve rapport and relationships.

We ensure that you have the key components of a service culture well in place, identifying strengths and gaps in performance or services, and we then create a detailed plan for getting everyone in the organization on the same page, moving in the same direction.

Through this customer service consulting, we work to understand the organizational culture, structures, incentive systems, communications, and training to ensure you’re addressing all that can impact the organization’s performance.

The CSS Consultative Mystery Shopping Program uses a combination of subjective tools and objective evaluation forms to assess the customer experience relating to staff attitudes, service delivery processes, and the facility layout and signage.

Many of our experienced shoppers have conducted literally hundreds of shops, providing insightful and detailed analyses. You receive a snapshot of the consistency level and effectiveness of service provided across multiple locations and among various staff. Through the detailed write-ups of service experiences, we truly document, analyze, and evaluate – so you can improve your service to your community.

CSS consultants have facilitated client teams through multiple processes and methodologies – from Strategic Planning to Departmental Visioning to Root Cause Analysis.

We identify client goals, the team charter, timelines, and the appropriate size and composition of team membership. Then, we determine the best approach for working with the client within the timeframe desired.

It’s often beneficial to have an Executive Champion serving as needed to ensure any roadblocks to the process are addressed. For any team facilitated, CSS creates a concurrent Communications Plan that keeps all staff aware of progress throughout the process.