Mind Market’s “shadow of influence©” service excellence program incorporates the following elements to create a customized solution that fits your culture:
  • Needs analysis: a comprehensive needs assessment to evaluate onsite customer interaction and current interventions. We interview and observe high performers to assess individual contributions to your brand.
  • Team training: a customized training program with powerful storytelling and role playing ranging from simple to escalated encounters with customers.
  • Service tools: easy-to-use customer-driven tools and value-added processes to promote exceptional customer experiences.
  • Service recovery: a service recovery program to make right what went wrong by empowering employees to commit to positive service experiences.
  • Sustainability: develop service reinforcement tools and team moments to reinforce and sustain quality and service outcomes.