Products

Customized, Web Based,and on Demand

• Evidence-based Customer-Centric Service Excellence
• Development Programs
• Multi-Channel Service Performance Dashboard
• Customer Relationship Strategy Integration with Overall Business Strategy
• Workshops, Seminars, and Conferences to Develop Services and Sustain Ongoing Performance
• US Department of Labor certified Professional Customer Care Apprenticeship Curriculum

Services

CEO, CTO, CFO workshops and individualized coaching for strategies to grow and keep high-performing leaders. ISOE has a proven track record in emerging customer-centric service network models. In an era of social networking where brand reputations of may be made or broken through a single customer interaction – embed Service Excellence into the DNA of your enterprise through competency development and service leadership transformation

We work closely with our clients to assess and improve the trust of customers in government organizations, contact and service centers, healthcare, government and high technology industry.

Our approach begins with the lens of customer perception. We provide a structural framework for the people and information to align and act. We aim at sustained innovation which can only come from people who find enjoyment and meaning in their work. From this sound foundation we facilitate leaders in identifying the issues and connect the evidence to rapidly and relevantly respond and win strategic advantage in disruptive environments.

Our work is underpinned by clarity in measurement – and alignment in reward and recognition.

Service Leadership  Certification Program

Customized 6-12 month competency development programs are job-embedded.

 Your own people learn to be leaders in service excellence  while doing their job better than ever before.

Milestones and metrics for success of the program will be defined and monitored in real time. Appropriate, relevant and

adaptive metrics for rewards and recognition will be established to avoid the folly of rewarding “A” while hoping for “B”.

During the Certification program, participants increase  their impact and influence through expanding their  learning and applying it to practice and perfect.

Assessment and evaluation (external, peer to peer, customer and partners are all involved) provide a continuous feedback loop to identify gaps and develop strengths.

This is changing the balance of power, as well as options for communicating a brand or how service is delivered