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HOW CAN I HELP YOU TODAY?
I will guide your
management or your customer service team, or alternatively provide you with
interim management in the following areas:
· Customer Service – going beyond “The Bare Minimum” without giving
away money
Establish a programme of service culture, and service mindset. Support the
development of customer loyalty programmes and CRM tools.
I am very experienced in working with major key accounts and consumers to
resolve problems and issues with process, logistics and support as well as with
products.
· Voice of the Customer – Are you really hearing your customers?
Represent the customers view within your organization, by collecting and
analyzing feedback, customer satisfaction, product quality data and major incidents.
Present the results and findings and KPI data to the relevant business
stakeholder, e.g., factories, logistics, R&D, or Customer Services.
· ITC Project Management (Learning Management Systems, CRM systems, Case and
Incident management, Warranty Databases, ERP systems)
Generating and gathering requirements, process design, and study projects
for new systems or change to existing systems, including intranet, extranet,
learning management; reporting; and financial payment systems. Securing budget
and stakeholder support for major IT projects. Managing IT projects through
implementation and some to end of life ramp down.
· Security, Safety and Liability (Incident Management and Support) – Would
you be ready if it all goes seriously wrong?
Guide your organisation in leading and being a part of senior management
virtual teams, ensuring safety, security and liability incidents effectively
managed and resolved. Keeping legal records, and developing processes and
training to ensure continuity of practice. Familiar with much of relevant consumer and trading law in many
countries including USA, Japan, China, Taiwan, Singapore, UK etc.
· Training – What is your training dollar buying you? Are you wasting money?
How do you know?
Take a look at where an organisation can do better by targeting training, from
design to delivery and beyond.
Development; content management;
and delivery; of training to both internal and external workforce through
training courses from 15 minutes up to 5 full days. Presentation of training
results, development of key performance indicators, improving service
efficiency and customer satisfaction through effective training needs analysis
and targeted content design. Development of relevant online and offline
e-learning tools and solutions.
· Quality and Cost
Application of Six Sigma to CS processes. Resolution of major quality issues
through diligent attention to data. Direct key account liason and support for
fast and appropriate response to early-life quality problems for newly launched
products and services. Began key initiatives world wide, by working with other
industry members to ensure product or service compatibility prior to public
launch by collaborative partnership.
· Leadership – Manage things, Lead People.
Create and communicate strategy and vision and implementing roadmaps . Conduct
Competitor and market analysis, and benchmarking.
Development of internal staff, and building new teams or transforming and
developing existing teams and individuals into sustained highly effective
teams. Understand values, culture and
leveraging diversity.
· Change Management – you can’t make a silk purse from a sows ear – tackle
the problem today
Successfully transitioning a problem area into a participative and contributing
area. Tackling the root cause of any issue to create swift and effective change
where a problem exists. Use helicopter vision to understand why a small area of
problem can affect the big picture. Facilitating change by communicating
effectively
Contact me in the first
instance at:
Call:
Tel: +44 (0) 1440 781606 Mobile: +44 (0) 774 973 4173
December 2010
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