Dcr Solutions Customer Service Excellence Seminary

Customer Service Excellence Seminary
DCR Solutions, October 2009

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dCR Solutions
A Costa Rican based company that was founded in June 2006 with the goal to enhance and promote the most important resource of any company, its people.
With the proper key elements, customer care people will be able to reach a higher quality service bringing customer satisfaction to the next level.

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Our Services
Our Customer Service Excellence Seminary is targeted to improve the effectiveness of the company’s workforce by applying innovative solutions that are customized to fit your needs.
Besides customer service seminars, we also provide consulting services to industries such as:
Call Centers
Hotels
Restaurants
Universities

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Our Customers
Customers care about results, so that is why we adopt our customer’s goals as our own, and evaluate the impact of our services on the people.
Some of the customers we are
currently working with are:
Instituto Nacional de Aprendizaje (INA)
Implementation of training model in the
Call Center Program for English Teachers.
Hotel y Club Punta Leona
Customer Service Seminary for direct
contact employees.
Comercializadora Tecnosaji del Este
Implementation of market differentiation
strategy for computer wholesaler.

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Customer Service Excellence Seminary
The seminary is made up of 3 parts:
Root Cause Analysis:
Gather key information from management to define expectations and the seminary goals.
Seminary:
Implement and motivate through new concepts, employee roles, and participation on workshops.
Follow-up:
Determine the impact of the Seminary on people’s performance and provide feedback to management.

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Seminary Objectives
Empower employees to take the extra step to improve the quality of their service.
Increase employee commitment with their roles and responsibilities
Develop a simple clear view of the company’s goal, so that all the efforts head together in the right direction.
Increase employee motivation and vision
Maintain sustainability

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Let's get started with phase 1
Define type of:
Customers (location, approximate income, etc.)
Weaknesses (service team)
Strengths (service team)
Current service strategy
Academic degree of representatives
Common mistakes made by representatives
Client objectives and expectations of the seminary