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"If you can help enough other people get what they want, you will get what you want!"
—Zig Zigler

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Develop a Customer-Focused Culture
Place Customer Interests at the Heart of Your Organization

“If you're not serving the customer, you'd better be serving someone who is.”
—Karl Albrecht

We help organizations create a customer-centric culture for their employees so they can provide exemplary service to their internal and external customers. Through dialogue, coaching, and mentoring, we help identify what is most important in an organization so the staff can visualize and implement the future they want for themselves and their stakeholders.

We use a variety of tools to help organizations build the momentum to achieve their customer service vision:

• Customer Service Strategic Planning - Developing strategies to improve program and service delivery
• Customer Satisfaction Programs - Building on what is working well, identifying challenges and prioritizing actions and leverage points to achieve desired results
• "People-Centered" Systems of Accountability and Recognition
• Policies and Procedures Revisions such as:
  • Revamping Performance Plans for work units to bring consistency to performance plans across the organization
  • Creating Call Evaluation Criteria for consistent customer service call delivery
• Delivering Customer Service Training and Team Building Modules
• Creating Customer Service Training Manuals
• Student training manuals
• Facilitator modules
• "Train-the-Trainer" modules
• Module evaluation instruments
• Peer Coaching and Mentoring Programs
• Community Relationship Building for Government
  • Creating methods to engage the community in Constructive Public Dialogue (see From Controversy to Solutions Constructive Dialogue model)
  • Developing strategies to achieve collaborative solutions

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To develop a customized customer service program for your organization contact:
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	Heroic Journey Consulting 619-322-5580 mhubbard@heroicjourney.com

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