Customer Service Strategy & Diagnostic

“LSA was very thorough during all phases of our customer service strategy process. Their time spent with management and our employees went very well.

LSA’s deliverables were very insightful and valuable. I can’t think of any phase of the process that wasn’t first class.”
John Lynch | CEO & President | ECSI

For a customer service organization to excel, the leader must align its culture and talent with not only the customer strategy, but also with the overall company business strategy.

A clear strategy provides direction and clarity. A high performance culture provides the environment to thrive. The right talent in the right place makes it happen.

Understanding the overall business strategy is the first step. Defining your customer service strategy and aligning it to the overall business strategy is the next step. Combined, they should establish a clear and meaningful brand promise that helps to create and retain loyal customers.

An extension of a company’s positioning, your brand promise can be explicitly articulated to your customers through advertising and marketing, or it can show up more subtly in customer interactions and experiences. Either way, a brand promise, is only helpful to the bottom line if it is kept and aligned with the overall company strategy.

If a company doesn’t deliver on its promise, or if the promise is at odds with the company’s direction, its reputation — and sales — will likely falter.

The experience your employees create and deliver, at the customer touch point, is influenced long before the customer contacts you. It’s determined by how effective your customer service strategy, and your brand promise, is conceived, developed and implemented.

Done right, a clearly articulated and aligned service strategy allows a business to set up customer expectations and generate enthusiasm that impacts the business.

Companies that create compelling expectations and consistently deliver on them over time outperform their competition.

Customer Service Strategy Programs:

Customer Service – Diagnostic & Needs Assessment
Get a clear and impartial understanding of your sales and service climate to help make the critical strategic decisions to prepare your customer service organization for success.
Customer Service – Leadership Development
Increase awareness of behaviors, emotions, and performance that individuals and teams experience throughout change and gain the pivotal skills necessary for leading change.

Remember, the degree to which your brand promise meets expectations, defines your ability to create and retain customers. The degree to which your brand drives revenue, satisfaction, and loyalty defines your success.

If you don’t clearly define your service strategy and consistently deliver what you promise, eventually you won’t matter.

To speak with an LSA Global Expert to learn how our customer service coaching, diagnostic, needs assessment and leadership development solutions have helped leading organizations succeed, please contact us for more information.

Related Information

I want to personally thank you. The effective presentations skills and leadership coaching exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways. We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations. Thank you.

Hinda Chalew
Vice President of Marketing

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service