Customer Service Turnaround

Are customers complaining about your customer service?  Is poor customer service affecting your market share, your  sales and your bottom-line? ODM’s six-phased approach  can help you determine the root causes derailing your service efforts and create solutions to fix each one.

Six-Phased Turnaround Approach…

1. Organizational Development Initiative: Includes strategic planning sessions, management interviews and staff communications plans.
2. GAP Analysis: Includes a complete analysis of your stores or locations using industrial engineering process mapping, time studies and force field analysis to determine root causes of poor service levels.
3. Revise Procedures: Includes the creation of new streamlined customer service procedures.
4. Revise and Create New Training Curriculum: Includes auditing existing training, creating new curriculum plan, and instructionally designing employee training.
5. Implementing New Service Standards: Includes
   implementation of the new plan providing staff with new service guidelines and conducting applicable training.
6. Project Evaluation: Includes creating an evaluation plan using incentive plans and mystery shopping to determine the project positive outcome.

Achieve your service goals,
improve your image, and
increase sales while
reducing your overall
operating cost.

Proven techniques
customized for your
organization.

Experienced customer
service project managers,
industrial engineers and
learning designers manage
your project!