Dcr Solutions Customer Service Excellence Seminary


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Dcr Solutions Customer Service Excellence Seminary

  1. 1. Customer Service Excellence Seminary<br /> DCR Solutions, October 2009<br />
  2. 2. Page 2<br />dCR Solutions<br /> 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.<br />With the proper key elements, customer care people will be able to reach a higher quality service bringing customer satisfaction to the next level.<br />
  3. 3. Page 3<br />Our Services<br /> 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. <br /> Besides customer service seminars, we also provide consulting services to industries such as:<br />Call Centers<br />Hotels<br />Restaurants<br />Universities<br />
  4. 4. Page 4<br />Our Customers<br />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.<br /> Some of the customers we are <br /> currently working with are:<br />Instituto Nacional de Aprendizaje (INA)<br />Implementation of training model in the <br /> Call Center Program for English Teachers.<br />Hotel y Club Punta Leona<br />Customer Service Seminary for direct <br /> contact employees.<br />Comercializadora Tecnosaji del Este<br />Implementation of market differentiation <br /> strategy for computer wholesaler.<br />
  5. 5. Page 5<br />Customer Service Excellence Seminary<br />The seminary is made up of 3 parts:<br />Root Cause Analysis:<br />Gather key information from management to define expectations and the seminary goals.<br />Seminary:<br />Implement and motivate through new concepts, employee roles, and participation on workshops.<br />Follow-up:<br />Determine the impact of the Seminary on people’s performance and provide feedback to management.<br />
  6. 6. Page 6<br />Seminary Objectives<br />Empower employees to take the extra step to improve the quality of their service. <br />Increase employee commitment with their roles and responsibilities<br />Develop a simple clear view of the company’s goal, so that all the efforts head together in the right direction.<br />Increase employee motivation and vision<br />Maintain sustainability<br />
  7. 7. Page 7<br />Let&apos;s get started with phase 1<br />Define type of:<br />Customers (location, approximate income, etc.)<br />Weaknesses (service team)<br />Strengths (service team)<br />Current service strategy<br />Academic degree of representatives<br />Common mistakes made by representatives<br />Client objectives and expectations of the seminary<br />