Your customer service consultant - Eric Fraterman

Best-Value Offering: Customer Experience Workshop
Every organization has a customer experience. It is what happens for or to your customers as they learn about your company, try and then buy your product or service, get help, and share ideas. What is your customer experience today? Is it working for you or against you? This extensively proven quick-results method for managing the customer experience throughout the cycle of service (externally or internally), defines, analyzes and reshapes customer contact points, or Moments of Truth. This service invariably provides outstanding value-for-fees.
Creating and Sustaining a Customer Focused Corporate Culture
An approach towards an effective and pragmatic process, making use of Emotional Quotient instruments. Delivered in strategic partnership.
Customer Focus Diagnostic
A tailored process to assess the customer focus of an organization that covers up to twelve elements
Customer Intimacy
An overview of systematic and proactive customer relationship management principles for B2B
Customer Satisfaction Measurement Process
An effective process for capturing and deploying the voice of the customer by ensuring the right survey methodology, well-planned, bought into by all stakeholders and resulting in relevant action. Surveys designed and delivered in strategic partnership.
Customer Service Training
Skills training for front line staff and service leadership training for managers. Class room training as well as sophisticated online training. Delivered in strategic partnership.
Employee Survey Process
An effective process for capturing and deploying the voice of the employee is critical in the context of the People-Service-Profit chain. This process not only ensures buy-in in advance and strategically focused survey design, but it also pays attention to the key drivers of employee satisfaction. Surveys are designed and delivered in strategic partnership. A significant feature of the process is the post-survey "Actioning" phase for which I have designed the proven Listen-Feedback-Action Process.
Essential Message Workshop
A very powerful workshop that redefines core messaging around a customer focus – making all sales and marketing initiatives more relevant to your customers, and therefore more effective. It also helps turn everyone in the company – not just the sales or customer service people – into customer service ambassadors. This is not about formulas or memorizing the ‘company line’. We use interactive processes to identify the true value you offer to customers and then find the best way for each person to articulate it so it’s personal, clear, and compelling. Delivered in strategic partnership.
Key Customer Relationship Review Process
An effective and proven process for building high value B2B relationships. Involves providing an objective and in-depth ‘snapshot’ of the relationship with individual key customers. Provides the opportunity for strengthening relationships and loyalty, and moving from a needs centered customer relationship towards a valued centered partnership.
Lessons Learned in Customer Focusing
A pragmatic overview of likely implementation issues on the road towards a customer focused organization. Excellent basis for an effective and interactive senior management workshop
Listen-Feedback-Action Process
A powerful process to facilitate the Manager-to-Leader transition and to empower employees
Process Animation Workshop
An effective tool for improving cross-functional collaboration within a key business process and stimulating customer focus organization wide
Interim Management
Let's discuss what you can do to fill a temporary vacancy and/or ramp up customer focus initiatives on an interim management basis. (Service available in selected geographical areas)


Free Phone Consultation

If your organization is located in the U.S. or Canada, please feel free to schedule a no-obligations telephone consultation with me. I guarantee you that this will be time well-spent and that our discussion will provide at least one or more solutions or ideas you did not have before. You can’t lose…
So, why not phone me at (647) 498-4121 or use the section at the bottom of this page to contact me via email.

Let’s Talk about my most pressing issues concerning customer service, customer retention or related internal process or ‘people’ issues
Let’s Talk about the scores of my Customer Focus Self-Evaluation and discuss what it means and where and how I could strengthen results


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