Consultancy Team
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EXECUTIVE TEAM
Donna Nicholas
BA Hons (QTS), MA
Training & Engagement Director
Mystery Shopper Plan & Strategy
Training Development
Reporting
Results Assessment
Daniela Simo
BA (Hons)
Entrepreneurial Change
&
Transformation Consultant
Tech Liaisons
Growth & Communication
Strategy via technology
Frank Peeters
Strategic Director
Food and Beverage Management
Operations Management
VAUGHN PATRIQUE MCDONALD
JP, MBA
Customer Service
Strategic Director
In addition to a staff of local and international Trainers who deliver our customer service training programs at corporate level, we also have a team of consultants who form our dedicated and effective personnel.
- Performance observations and KPI benchmarking.
- Meetings /employees motivation / interviews / focus groups.
- Process review and customer feedback analysis.
- Conduct structural and position assessment
- Interview employees and review process
- Benchmark other established organization
- Process review and customer feedback analysis.
- Conduct PESTLE Analysis
A robust strategy to drive sustainable performance improvements is designed and presented.
Conducted at your premises anywhere at your convenience.
Consultancy is available 7 days a week. There is no additional charge for weekend consultancy.
- Consultancy is available 7 days a week: There is no additional charge for weekend consultancy.
- Objective Benchmarking: Specialist benchmarking tools (Key Performance Indicators) provide an accurate identification of skills gaps.
- Manages Expectations: Questions, anxieties and possible resistance towards change are handled prior to the course.
- Supports Budget Approval: Targeted training strategies save time, money and add further credibility when seeking senior level sponsorship for budget approval.
Employees Motivation
Manage Expectations
Key Performance Indicators
Communication and Information flow
The benefits to be accrued from this process are: increased productivity, increased customer satisfaction and service, for both internal and external customers. On the ground, your customers and staff will see that you are serious about improving your operations to serve your clients and staff and that you are also in touch with society, improving technology and international trends; which simply means you are staying relevant. However, the most important move would be to improve the morale of your staff; to increase their output to add to the efforts and example shown by the organization to constantly asses and improve its output.
The following issues will be addressed:
(A) Service Delivery issues such as improving access to your service by clients, service delivery and quality and clients’ inconvenience.
(B) Communication and Information Flow such as improving work flow processing and business process improvement initiatives.
(C) Accountability and Role Clarity, improving lines of communication and reporting relationships.
