Products

Building Staff Knowledge

Five key areas of Customer Focus Knowledge-building are offered at Mercer Management Consulting Services. Sessions can be built with the duration and breadth to best meet the needs of your company. Workshops, seminars, and master class briefing sessions can be built to meet your needs. Major topics are:

1. Understanding the Service Transaction: The ©Nine Rules of Good Customer Service
Sessions are delivered to build knowledge of participants on the key elements of the service transaction and how to deliver consistently excellent service.
2. Service Performance Indicators (SPIs): Building them to improve your Business in the eyes of your Customers.
SPIs provide measures to accurately know what is going on with the service transaction with each and every customer of your business. Whether you sell product or service, SPIs provide the means to fully understand how your business is performing in the eyes of your customers. The 54 SPIs are demonstrable, observable, measurable, reportable and actionable. Understanding the complexity behind the service transaction is  suddenly possible when you and your staff learn the SPIs.
3. Beyond Feelgood Feedback: Surveying your Customers for Actionable Input
Participants learn how to build relevant, useful surveys and other instruments and methods to gather customer perception of your business capacity to deliver. Session covers why "satisfaction" surveys waste time and money, and how to gain true, actionable input from the Voice of your Customers (VoC).
4. CCM: Customer Complaints Management (The New International Standard - ISO 10002:2004)
Understand how the International Standard on Complaints-Handling can help you better manage risk in your business. First fix the complaint and then fix the business so the complaint doesn't arise again, is the basis of this training (corrective qand preventative actions). Your staff will understand how to manage themselves and the customers in a highly professional way that enhances customer loyalty. And, the ISO requirement for your organisation to be customer-focussed as a preventative action is comprehensively covered in this sesson.
5. Management Manners Matters: Internal Customer Service
The complexity of managing staff as internal customers in the business supply chain is covered using the framework of the © Nine Rules of Good Customer Service.

General Management Training

1. Management Competencies: Ten Competencies for Confidence
Competency-based training over ten days for managers at all levels. Competences are:
  1. Acceptance of responsibility
  2. Communication Skills
  3. Concern for order and quality in one's work
  4. Creating effective working relationships
  5. Customer service
  6. Decision-making
  7. Goal focus
  8. Managing and leading others
  9. Organisational skills
  10. Sales and profit-driven

BOOK

"May I Help You? Great Customer Service for Small Business"
Author: Jillian Mercer

This book details the © Nine Rules of Good Customer Service as applied in a small business context. Content also applies to other business sectors and Government.

The book is available throughout North America, Oceania and Asia.

You can purchase the book at good bookstores throughout Australia.

If you are reading this website from outside of Australia, you may purchase online from:

Jillian is also planning further books which apply the © Nine Rules of Good Customer Service to other aspects of business.

BAD SERVICE AWARDS

Jillian Mercer has a data and information exchange and research website at http://www.nocustomerservice.com.au. At the site you can buy and download a Bad Service Award to send to businesses that have given you bad service. It is serious - and it is fun!