Services

CUSTOMER FOCUS

Mercer Management Consulting Services has a full suite of products and services to provide assistance, advice and coaching for executives and management; and training for all levels of staff (click here for more).

We use the service framework of the © Nine Rules for Great Customer Service. (click here for details)

Our expertise includes:

  • All aspects of planning and implementing customer focus in your business (click here for details).
  • Conducting independent audits of your business capacity to deliver excellent customer service against the indicators of satisfaction.
  • Building knowledge of staff at all levels on all aspects of customer focus (click here for details).
  • Surveying your customers to gain actionable input for driving business decisions.
  • All aspects of CCM - customer complaints management including the INternational Standard (10002:2004) (click here for details).
  • Provision of frameworks for handling complaints.
  • Conducting Customer search sessions/focus groups; amongst others.

FACILITATION OF GROUPS

  • Do you need to gain an accelerated consensus in important strategic and/or operational issues?
  • Do you need to set priorities for programs strategies and actions?
  • Do you want your staff to engage cooperatively and participatively in the decision-making and planning processes?
  • Do you need your staff to apply both conceptual and analytical thinking whilst addressing problems that need solving and decisions that need to be made?
  • Are you planning to engage in consulting with your constituents and customers?

Contact Jillian Mercer to assist you with external, independent facilitation of your work groups to achieve required outcomes.

Jillian works with you to:

  • prepare agenda including outcomes statements for specific achievements for the session;
  • plan and design the processes specific to achieving the outcomes for the session that you require; and,
  • lock in all decisions to your business practices.

We use consensus-building methods to work with groups in long and short-term planning and decision-making; and in conducting search sessions to explore issues of importance for a business or organisation.

Our methods are designed to accelerate decision-making based on consensus in groups - rather than exposing the differences. Methods used include the following:

INDEPENDENT REVIEW

Review of efficiency and effectiveness of processes and programs; customer service performance amongst others is a key service.

We use a total consultative approach in reviews ensuring a wide range of views is sought from all stakeholders in the data gathering and research phase. During reviews, information is not attributed to any individual and this builds the confidence of the stakeholders to offer candid information. This approach contributes to the validity and the impact and success of review reports. All work is based on a no-surprises perspective to ensure management is constantly informed of any trends emerging in reviews.

Jillian works with her customers to produce accessible, easy-to-read, jargon-free reports. Graphs and tables are incorporated throughout reports to ensure speedy comprehension and ease of understanding of the report contents.