About Us :
We have over 25 years experience with nearly 50 different organisations in 12 countries who interact with their customers in various non face-to-face ways. Our expertise is helping people (from senior management to those at the coal face) know how to work better within unlikely & sometimes challenging systems (processes & technical) to deliver excellent results from non face-to-face tools. Our professional services include:
- Conducting operational reviews & "human/systems audits"
- Tracking actual processes proscribed with those actually used
- Evaluating supporting physical, cultural & technological environment within the organisation to ensure constraints are identified, considered & mended
- Suggesting ways to moderate negative effects of, & maximise benefits from, change management & operational improvement exercises, decentralisation, centralisation, etc, to increase benefits through people
- Creating and facilitating appropriate, tailored & focused presentations & training for staff in the power of non face-to-face customer contact: sales, customer service, staff performance optimisation, MBTI & Temperament styles, team building, customer & staff relationship management & retention.
- Maximising your knowledge management systems
McGraw Hill commissioned & published our best-selling book: “The Customer Response Management Handbook”, a “570-page epic resource destined for every marketers library” -- also translated & published in Chinese & available in a special edition for India, Pakistan, Sri Lanka, Bhutan, Nepal.
