Is your company and its employees creating WOW! customer experiences? If not you are not winning customers and you are not meeting the profit potential of your business. If so, you will and watch your competitors eat your dust as you continue to grow and succeed!

Whether your organization is big or small, retail, industrial or in the service sector, brick and mortar or Internet based, it’s about the customer service experience you create for your customers. It’s about relationships. Customers or clients are the most important part of your business or organization. They are the life-blood of the business. How customers and potential customers are treated directly impacts your businesses well-being, profitability, and ability to gain new customers. Bringing in new customers and keeping current customers loyal is critical to your business success. In short your level of customer service will determine whether your business will survive and prosper or fail.

What type of customer experience do you provide? WOW? Neutral? Negative? What would it mean to your business and its profit potential if:

• Your customer experiences were WOW!?
• Your team consistently exceeded customer expectations?
• Your customers influenced others to become your customer?

In this world of increased business competition, it’s no longer good enough to just supply a good product or service at a reasonable price. Today, with so many customers shopping around, it takes a solid commitment to customer service to gain loyalty and repeat business. Business experts agree that customer service is one of the competitive edge's for any successful business. If your company can’t satisfy and keep its customers, it will never be truly successful, and, in fact, it might not survive in these consumer-oriented times.

Providing good customer service is a never-ending process, therefore you should never be satisfied with the service you are providing. Quality customer service is not something that just happens, it is something you plan, develop, instill, teach, and improve on consistently. Your customer service plan and philosophy must be standardized and consistently communicated throughout your business or organization. They are the yardsticks to be used by management to evaluate current service operations as well as customer satisfaction.

Quality, value, and outstanding customer service comes through consistently instilling a passion and commitment to service and quality behaviors into the cultural mainstream of the organization through communication, education, training, consistent management support and rewards for exceptional service. Employees cannot merely be told to provide superior customer service - they must be taught, shown the importance, and provided effective management in order to do so. They need to clearly understand the desired behaviors and methods of providing excellent customer service and continuously practice them. They need to see the behaviors and methods modeled, reinforced, and supported.

Our customer service program is developed to shift your business and employees to a service quality mind-set. In addition, the work processes that are barriers to excellent customer service must be identified and removed or realigned to support customer service. Combined with our partners we have the expertise to develop an excellent customer service program for your company. We bring to the table a systemic process for developing, enhancing and sustaining customer service excellence within your organization.

Our services to help you win and keep your customers include:

Customer Service Program Development
For start-up’s and small businesses we can develop a customer service program that will make your customers say WOW! We analyze your businesses products and services, infrastructure, operations, employees, marketing materials, sales operations, web sites and technology, rewards and incentives, loyalty programs, competitors and many other factors and build a customer service program that will help you win and keep customers and get them to say WOW!

Customer Care Audit
For companies requiring a top-level analysis this program provides a high level review of a company's current Customer Care system. After the audit recommendations for improvement are delivered to management.

Customer Satisfaction Surveys
At The Diversa Group we can design and implement customer satisfaction measurement programs that provide meaningful and strategic information for your business. We call this Decision Making Intelligence (DMI). We can develop both online and paper surveys that measure staff performance and customer satisfaction. Survey data is gathered, analyzed and reported in a detailed confidential report. In this report we also provide recommendations to help you improve and make your operations more successful.

Outsourcing Advisory & Analysis
You have determined it is in the best interest of the company and your customers to outsource your customer care services. If your company has decided to outsource its customer care function we can assist you in identifying qualified vendors, developing the Request for Proposal (RFP's), negotiating the contract and ensuring a smooth transition to the outsourcing partner.

Front Line Customer Skills Training
We develop customer service skill training based on your business. This training is for all levels of experience and provides helpful techniques for dealing with different customer profiles and creating a positive customer service experience.

Mystery Shopping
Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality. With mystery shopping we also conduct in-person visits, web site evaluations, competitive shops, operations in-person visits, audits, telephone evaluations and customer perception surveys. After the mystery shopping is completed detailed feedback and customer viewpoints are provided to determine if customer service levels are being maintained. We also identify target problem areas and highlight areas that can be praised and reinforced. A detailed professional narrative on each evaluation provides valuable feedback for management and can be used as an effective training tool.

Customized Employee Incentive Programs
A reward and recognition program is the most effective way to acknowledge your employees who provide excellent customer service. Recognition of a job well done also promotes your company's commitment to customer satisfaction and superior service. Rewarding employees for their efforts will motivate staff members to strive to exceed standards, and, in turn, will bring you closer - faster - to achieving your sales and service goals!

The Diversa Group works with you to develop employee incentive programs that your employees will appreciate and value. These programs will also assist in encouraging employees to work harder and better in providing excellent customer service. They also ensures that all evaluation and training efforts are reinforced with positive feedback and praise. Focusing on the positive will set the stage for a positive service culture within your organization.

Pricing Studies
Correctly pricing your products and/or services is critical to customer’s acceptance, image and increasing customers and market share. Pricing studies are used to ensure accurate pricing for your products and/or services as well as determine competitor-pricing strategies. We define the target market and the best price for your products and/or services. This evaluation will allow different pricing levels based on the issues surrounding the product or service and the market share needed for the success.

Call Center & Website Evaluations
We can track and trend customer service levels, response times and customer service representative knowledge.

Competitor Shopping Programs
These programs are used to evaluate competitor performance by measuring them against your customer service performance criteria. Using our competitor intelligence programs and services we can conduct in-person visits, web site evaluations, competitive shops, telephone evaluations, customer perception surveys, and more to help you develop programs, services and prices to beat your competitors.

Leadership Skills Training
Through our Leadership School we can assists supervisors and managers in building the skills necessary for leading a high performance Customer Care function. Participants examine various leadership styles, sharpen their interpersonal skills, and improve their coaching techniques.

Keynote Presentations
Through our partners we can identify and secure leading-edge keynote presentations for conferences and company meetings on a variety of Customer Care topics.

Getting Started is easy!

If you want to go beyond lip service and really show your customers that you care, The Diversa Group can develop a program that is for you and your business. Let us design a quality customer service program that is guaranteed to keep your customers saying smiling, coming back, and saying WOW!

Schedule your appointment by emailing us at entrepreneur@diversagroup.com or calling Dawn Davis, Client Services Coordinator at 1-877-254-0717.