We Help Organizations And Individuals Reach Their Potential

Process
Systems
Leadership
People

Processes

Process Excellence

Customer Feedback | Loop Service Recovery | Continuous Improvement | Creating A Culture Of Speed | Case Management

Systems

Integrated Systems

Social Media / LinkedIn | Customer Relationship Management (CRM)

Leadership

It Starts At The Top!

Modeling Service | Holding Employees Accountable | Employee Empowerment | Coaching / Feedback | Spending Time with Customers

People

Hiring | Onboarding | Training / Job Specifics Training / Soft Skills | Recognition Culture | Performance Management | Career Progression

Process Excellence

Customer Feedback | Loop Service Recovery | Continuous Improvement | Creating A Culture Of Speed | Case Management

Integrated Systems

Social Media / LinkedIn | Customer Relationship Management (CRM)

It Starts At The Top!

Modeling Service | Holding Employees Accountable | Employee Empowerment | Coaching / Feedback | Spending Time with Customers

Job Specifics Training

Hiring | Onboarding | Training / Job Specifics Training / Soft Skills | Recognition Culture | Performance Management | Career Progression

Leadership, People, Processes, Systems

Our Clients

TESTIMONIALS

What Our Clients Say

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.

Leadership Development

A leader’s most important responsibility is to develop the professional skills and capabilities of his or her people.

Salesforce.com Implementation

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.

M&A Services

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.

Case Study

The Challenge

This national healthcare provider was looking for a partner to guide their effort to raise the bar on patient care and employee engagement.

Our Solution

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.

The Result

The organization successfully consolidated operations resulting in significant cost savings and consistency in the delivery of several of their core services. The employee survey and the resulting actions taken as a result of the planning process led to many process enhancements and an improvement in the relationship between the leadership team and the rest of the associates. The executive coaching produced significant results for each leader being coached.

National Healthcare Provider

Healthcare