Leadership, People, Processes, Systems
What Our Clients Say
Quality Food Centers
“Thank you for the excellent presentation you made at our QFC Store Managers’ Retreat at Semiahmoo last month. I know that everyone attending the meeting took away valuable information that will help them when talking with customers and employees.”
Donna Giordana, President
Texas Army National Guard
“As a large staff team comprised of old dogs and new pups, we truly needed an opportunity away from the office to both learn from each other in a fun environment, as well as a thank you to my team for their hard work during the year. In planning our annual reward trip for the staff, we scheduled a block of training with David Reed and Matt Reding. My guidance to David was to provide training that focuses on understanding personality types (DISC) and team building while actively engaging all team members (and requiring team building exercises to put folks together who normally aren’t).
The training was fantastic! Our team learned how to identify the four different personality types, how to interact with each other, to think outside of the normal processes, and to use our competitive natures in a positive way that benefits the whole.”
Major Laura Jane Stephens
Recruiting Battalion Executive Officer
Florida's Department of Children & Families
“I have worked with many consulting firms over my corporate career and have seen the best consultants can offer and the worst.
You certainly are a star in the “best” category. You worked in a “hands on” way with my team to assess where we stood with regard to leadership, customer service, and community stewardship and helped us build a plan to improve in areas of weakness.
I’ve found you to be refreshingly candid, enthusiastic, and practical. A consultant who doesn’t want to develop a binder, but who wants to work with the team to accomplish real change.
I would highly recommend you to anyone committed to changing their organization, streamlining processes and improving customer focus.”
City of La Porte Texas
“Thank you so much for spending time with the employees at the City of La Porte. I’ve heard nothing but positive, enthusiastic comments. When employees are presented with the opportunity for mandatory training, they typically go into it with slight enthusiasm. I know our employees enjoyed the training because they’ve said they wish we could’ve had a longer time with you. And they said they had fun! You don’t hear that very often associated with training.
Having been lucky enough to enjoy a two-day seminar with you through the Texas Municipal Clerks Association, I understand why they wanted more time. You’re simply a great presenter, and people feel like they know you and connect with you. What you teach, folks can apply to their work lives and personal lives. The way you impart the finer points and advantages of having a culture of service are memorable.”
O'Reilly Auto Parts
“The time and effort you put into preparing for and customizing the presentation to fit our business and company was evident and appreciated. We received much feedback from the participants, and all were very complimentary of not only you and your presentation style, but most importantly, of what you taught them that they can put into action in their districts and territories.”
V.P. Store Administration
“I wholeheartedly recommend David Reed and his commitment to partnering with an organization to build A Culture of Service. We partnered with David to leverage his experience in development of an in-house service program for our organization. David and his team conducted a thorough Needs Analysis, praised our organization for work done to date and provided recommendations for contributing to the initiative objectives. We are pleased with the finished product; now looking forward to implementation and the benefits to be derived.
David’s easy going manner belies his expertise. David is not only creative; he possesses the rare skill of being able to communicate ideas and their associated benefits effectively, which in our case resulted putting the workshop’s future facilitators at ease during the Train-the-Trainer.”
City of Cuero Texas
“I can’t tell you how much everyone enjoyed the customer service training. I received a lot of feedback from all departments. They all gained useful information as well as enjoyed the program. You kept it lively and was able to get everyone involved. Thank you so much for coming all the way to Cuero and I look forward to your customer service tips of the day!”
National Motor Club
“David also has the ability to transition from a technical role to a management role where appropriate. The skill to “bridge the gap” between the technical and the functional make him an excellent facilitator between all personnel in the business. Rarely does a person possess this exceptional talent.
He successfully completes work either through individual effort or through the leadership of others. He works with the highest level of honesty and integrity. The quality of his work consistently exceeds expectations. I highly recommend him and any resource that he endorses.”
Vice President, Marketing
Family Support Services of North Florida
“David provides a well organized, informative presentation that is appropriate for all levels of an organization. David is professional, friendly, and very knowledgeable. I would recommend his Customer Service workshop to any organization – from those who need Customer Service 101 to those who need a refresher course in how to provide good customer service.”
Trinity Christian Academy
“I am writing to let you know how much our faculty benefited from our recent team building experience with your company, CCCG, Inc. The day was even more successful than I anticipated. You set the agenda well, interspersed perfect breaks for snacks, reflection and social interaction. We were wrapping up our last event and I had not even glanced at my watch. Our faculty will have a more productive and effective year because we spent one day growing together as a team. Thank you for such a significant and life changing experience.”
Florida's Department of Children & Families
“David’s strategy is to not only produce an informative report at the conclusion of the engagement, but to work closely with the leadership team to identify problems and help the team implement a change in personnel or a process to correct the situation. The assessment process raised the level of urgency and accountability within the entire department. He also facilitated several critical team-building strategic planning meetings with Senior Management and our Executive Team.”
District Administrator, Orlando District
Valencia Community College Foundation, Orlando Florida
“I have had the pleasure of working with David Reed for nearly two years in a consulting relationship with Valencia Foundation. He has proven to be an insightful, committed, forward-thinking, creative, solution-oriented member of our team. David has been involved in many aspects of an organizational turnaround, including human resources, technology implementation, planning, marketing, customer service and development.”
Holy Land Experience, Orlando Florida
“You were extremely thorough during the discovery phase as you identified areas that required our attention, and it was obvious that you have great experience in organizational effectiveness, management and employee relations. You quickly processed your data and created and presented a very useful report that allowed all of us to visualize the state of our organization and what we needed to do to address the issues. Your disarming, yet professional approach served us all very well and resulted in the best possible outcome.”
Scott R. Pierre
Chairman of the Board
“Over the last three years, Customer Centered Consulting Group has worked extensively with Concentra in a number of areas. Their assessment and survey services have been particularly valuable and have greatly assisted us in focusing our resources on the most critical areas with the highest potential return. Because our people are our most important asset, gathering their input is critical in assisting our senior leadership team to chart a course for continued success in the future. CCCG’s ability in this year’s employee survey to gather feedback from over 70% or 4,065 of our colleagues was remarkable. Equally significant was the way they were able to distill that feedback into meaningful reports and then help us implement key changes which have contributed to our success. By conducting our last two annual colleague surveys for us, CCCG has helped us determine which of our improvement efforts have been most successful and identify those areas in which we have some additional room for improvement.”
What We Offer For You
Innovative Solutions To Move Your Business Forward
Culture of Service
One of the goals of the Customer Centered Consulting Group is to help every client create a culture that values customer service, both to internal co-workers and external customers.
Call Center Consulting
Is a call center part of your organization’s operation? Whether you have in-house agents or involve an outside strategic partner, Customer Centered Consulting Group can help improve your ability to serve your customers.
Culture & Team Building
Many organizations have started to realize that they can have a great product or service, but without a positive culture and engaged employees, they will not reach their potential.
A leader’s most important responsibility is to develop the professional skills and capabilities of his or her people.
Managing all the information related to your customers is a challenge. Using a Customer Relationship Management (CRM) tool can help ensure your organization maximizes your relationship with each customer.
Without customers most businesses would cease to exist. Ensuring the stability of your customers must be a key consideration for any organization going through a merger or acquisition.
We were retained initially to give a keynote address at a national leadership conference. This then led to a number of multi-year projects included the following:
Employee Engagement Survey: Customized our employee engagement survey and conducted an annual employee survey for 8,000+ employees for three consecutive years. Analyzed the data, prepared a set of reports, and led the leadership team through an action planning process. This became a major source of data in the company’s annual planning process.
Patient Care Enhancement: We led a team that visited a cross-section of clinics and then developed a plan to raise the level of patient care and customer service.
Call Center Consulting: We were engaged to review the operations of a major call center and provide concrete improvement ideas. We also designed and delivered a customer service training program for all call center leadership and call agents.
Call Center Consolidation: We lead the effort to consolidate multiple regional call centers to two national call centers. This included defining the requirements for the new phone system, assisting the development of call routing and queue management protocols and training all employees on customer service excellence.
Executive Coaching: We were selected to coach several leadership team members. Utilizing our executive coaching model, we obtained 360-degree feedback, developed a customized coaching plan, and then met regularly with each leader being coached.