Diagnostic & Needs Assessment

“LSA was very thorough during diagnostic and needs assessment phase of the customer service project. Their time spent with management and our employees went very well. LSA’s write-up and recommendations were very valuable. I can’t think of any phase of the process that wasn’t first class.”
John Lynch | CEO & President | ECSI

Description:

This Performance Analysis Diagnostic & Needs Assessment provides a clear and impartial picture of your organization’s sales and service climate, from an internal as well as an external perspective. Generally conducted over a two-day period, the analysis is designed to give you comprehensive and objective data to help make the key decisions to prepare your customer service organization for successful change.

Objectives:

The analysis positions you to:

Review your business objectives and performance development strategies
Determine the status of current-to-desired activities and behaviors for each level and position within your sales and service organization
Build or refine a sales and service solution that delivers the business results you want and need
Create the customer experience that will fulfill your brand promise to the marketplace
Sustain and maximize results into the future

Results You Can Expect:

A comprehensive understanding of your performance strengths and those areas in need of improvement
A clear benchmark to track as the initiative progresses
A more targeted training and sustainment plan that links your goals with behaviors your managers and employees need to perform to reach those goals
Potential for increased sales and service results
Potential for improved manager and employee productivity and efficiency

What Is Included:
Onsite qualitative research, performed by a team of LSA Experts, consists of:

Meetings with all levels of management
Focus groups that represent all levels and primary functions of your organization
One-on-one interviews with a cross-section of positions
First-hand assessment of the customer experience at the frontline via “mystery shops”
Benchmarking of current relationship-deepening behaviors

Target Audience:

Senior managers throughout the organization
Regional and area managers
Contact center managers and assistant managers
Learning and development staff
Frontline and support employee representatives

To speak with an LSA Expert to learn about the customer service diagnostic & needs assessment options for your company, please contact us.

Related Information

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

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

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 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 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

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

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 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