Our services include:
Training and Leadership Development:
 Recognition as a Retention and Motivational Tool—We’ll help your organization integrate recognition into your management practices.
Generational Differences in the Workplace—We’ll teach your managers how to analyze their impact, avoid generational clashes, and benefit from cross-generational mentoring.
Customer and Employee Satisfaction Strategies—We’ll help your organization develop strategies to increase your employee and customer satisfaction scores, and create a reputation as the #1 provider of exceptional service.
Workplace Culture—We’ll help your organization with “problem people” management; examine why people leave your organization; and develop effective engagement and retention strategies.
Customer Service Training:
Where customer service initiatives are concerned, one size does not fit all. What works well for one company may not work at all for another. An effective program must be tailored to the specific culture and goals of the organization. Our approach is therefore based on how best to tailor a program to your organization's unique culture.
Based on our preliminary discussion of the business need, PEG recommends a systemic approach that achieves the following:
• Identifies customer service behaviors that are linked to core values
...and objectives;
• Links each department and position within the company to the organizations
...ultimate customer
• Emphasizes the need for all employees to see the value of service as their
...personal responsibility;
• Engages managers in sustaining a customer-oriented culture by continuing
...to reinforce service-delivery skills on an ongoing basis as part of their daily
...interactions with employees;
• Integrates customer service into the infrastructure of the organization to
...ensure the long-term success of the program.
A comprehensive initiative includes four phases:
I. Business Assessment
II. Development of Customer Service Standards
III. Customer Service Training
IV. System Integration
Conducting Assessments and Analyzing Baseline Data
We know from experience that workshops are most effective when they’re customized to your organization’s needs. We do that by analyzing all the data you can give us—customer and employee satisfaction surveys, employee turnover rates, exit interviews, focus group results, and more. In the stacks of reports and columns of numbers, we look for the “why” behind your data. Then we make that learning a part of our workshops—so they’re tailored for you, not for someone else.
Meeting and Event Planning
We manage the planning so you don’t need to re-allocate your staff and take them away from their regular work. From logistics and accommodations to catering and session planning, we know how to design events that run smoothly. Because we’re there, from the first detail to the last person out the door.
Mentoring Students
Through the Pioneers in Education Alliance, we match corporate professionals with students. It’s a winning strategy for both sides. Students receive mentoring—advice and guidance and assistance in developing critical skills—and our corporate partners benefit from a continuing stream of talented young people for internships and employment opportunities.
Writing/Editing/Design:
We’ll help you with getting out the word—whether it’s in print or online. Our experts will make sure that your corporate strategy and branding are woven through all your marketing and employee materials. We’ll update your existing collateral or create brand-new, from brochures, training materials and websites to proposals, press releases and promotional items.
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What a Difference
PEG Can Make
Situation:
Our employees aren't happy, and that's making some of our customers unhappy.
Solution:
PEG helped management and employees alike create a positive organizational environment that brought dramatic reductions in employee turnover.
Result:
"One hundred days after the training, we gave a follow-up evaluation form to the entire management team. The results were amazing: Our managers finally understood that recognition and reward mean very different things! Our Gallup scores will never be the same."
— James P. |
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