What differentiates the service your clients receive
from
your firm versus a competitive firm?
The Client Experience.
Zeiberg Consulting has developed a unique approach
to
work
with client organizations to provide service
providers
and
managers a measurable process to
provide service
excellence.
Our approach includes:
•Defining the desired client experience • Determining the gap between the desired experience and current performance • Identifying the key client service activities employees need to engage in •Defining the competencies that enable the client-focused activities •Crafting call monitoring assessments and designing client-centric scorecards • Developing customized programs for service providers and managers with embedded metrics and manager assessment tools
In addition, we partner with TouchPoint Experience, a consulting firm that performs an audit of your performance by mapping every point the client touches your organization. Then they look for ways to improve the experience across the most
critical touchpoints.
