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. |
