Our Company

Our Company

Our Services

Customer Service Experts, Inc. partners with each client to design a new and original comprehensive service strategy, or can customize specific components to fit within an existing customer service framework. All programs are designed to be effective, realistic and on-going so that the focus on employees, service and sales improvement becomes an integral part of the company culture. Our experience and creativity, partnered with your organization's service vision will take your customer service levels to new heights!

Services Offered

Strategy Development

The initial step of our service development model is to partner with your organization to review existing service standards and strategies, as well as target opportunities for improvement. We then combine this analysis with your company's customer service objectives, creating a detailed road map for an improved service culture. The primary goal of CSE's overall strategy is to view customer service from the "inside out", focusing on all employees and processes within the organization.

Touchpoint mapping

Customer Service Experts, Inc. helps clients create customized solutions by building a foundation template for improving the customer experience. CSE coordinates and directs facilitated meetings designed to address the customer experience at every "touch point". CSE facilitates as the group literally maps out the customer experience. Success will be measured by the participant's ability to identify behaviors and processes that will improve customer satisfaction. Ideally, the ideas generated during this session are put into practice and begin the blossoming effect of service improvement. This session also helps to foster ownership of the program among the client team, and provides an opportunity for client input and involvement on the program going forward.

Service Evaluations/Mystery Shops/Surveys

Evaluations provide measurable insight into the overall customer experience, reinforce standards for employee performance and establish a basis to develop an overall strategy to strengthen service company-wide. We include detailed professional narrative on each evaluation to provide valuable feedback for management staff which is proven to be an effective, convenient training tool.

Service Evaluations are recommended in conjunction with other components to maximize the effectiveness of your program. Our leading edge technology has enabled CSE to manage the service evaluation processes at multiple locations and provide database driven results that are easy to manage and can be easily analyzed by each client. Evaluations are submitted online for prompt turnaround, automated reporting and timely distribution of results. CSE offers a variety of evaluation formats including:

Leading Edge Technology

Our online evaluation technology provides fast turn-around, consistent data formats and is both client and CSEvaluator "friendly" when collecting and analyzing results. Customer Service Experts editors review the evaluations for quality and accuracy. Once finalized, individual results can be sent directly to the client point of contact via email. Quick turnaround of results allows for immediate action to be taken to reward or recover individual performance and/or operations standards.

Customer Service Experts manages a nationwide database of qualified CSEvaluators who, through this technology, can be contacted at the click of a mouse. Projects are managed with maximum efficiency while utilizing our integrated online database and scheduling system, as well as the accompanying reporting and analysis features.

Consulting & Service Evaluation Distribution

The results of Service Evaluations are only a valuable tool if they are strategically presented within a framework of training and development, rather than purely for reprimand. Customer Service Experts, Inc. consultants are experienced in working one-on-one with managers and key supervisory positions to reinforce service standards and create an arena for positive change.

Our Program Consultants work with each client to determine the most efficient and impactful method of distribution of service evaluation results. On-site consulting also provides the opportunity for an accurate analysis of and coaching opportunities for:

Training

Our highly skilled and dynamic trainers offer a variety of training topics and interactive curriculum and formats. Thousands of employees have been trained by CSE in client service training programs nationally.

Learning best takes place when the participants are exposed to a variety of audio, visual and tactile examples. Where appropriate, Customer Service Experts, Inc. employs the use of DVD training materials as a support to classroom training. CSE produces customized DVD material based on client needs and desired outcomes. Customized scenarios, complex concepts and model behavior are examples of how we use DVD's. One of the most impactful uses of DVD technology is to tell your company story on an orientation DVD.

Customized Training Services

We offer a variety of Training Program Formats:

Publications Library

Written by our professional and experienced staff, our customer service articles and publications provide up-to-date information on service trends, solutions to common customer service issues and provide expert advice on boosting service performance.

Reward & Recognition Programs

Recognizing your employees for a job well done promotes your company's commitment to customer satisfaction, superior service, and most importantly, to your employees. Rewarding employees for their efforts will motivate staff members to strive to exceed sales goals and standards, and, in turn, create great experiences for your customers! CSE works with every client to ensure that all evaluation and training efforts are reinforced with positive feedback and praise.

Multilingual capabilities

Our company has the capability to translate Service Evaluations and offers service publications and written training resources in languages across the globe. Translators are available to provide customized services to support our diverse audiences in delivering great customer service.