Performance

Where you should be What needs to be done operationally in the business and the extent to which it is achieving its goals should have been identified. You should pay attention to the ongoing monitoring of employee satisfaction levels; assessments of `value for money' and `quality for customers'; and listening to and acting upon customer opinions.
Where are you now ? Has what needs to be done in the business been identified ? Have employee satisfaction levels been monitored ? Have assessment of `value for money' and `quality for customers' been carried out ? Is the organisation achieving its goals ? Are customer opinions listened to and acted upon ? How we can help you to get there Customer and employee satisfaction surveys Sales development programmes Our Experience Development of competencies for Customer Service staff in the Direct Mail Industry, resulting in a tailor made questionnaire and competency framework for use in the recruitment and development of staff. Analysis of data, formulation of reports and slide presentation on Internal Customer Satisfaction surveys for Barclays Bank PLC Best value communication research for Greater Manchester Police Evaluation of NVQ provision in Greater Manchester Police Extensive experience of design and delivery of development programmes at varying organisational levels in many skill areas e.g. Equal Opportunities Management Development, Counselling, Interpersonal Skills, Leadership, Managing Change, Stress Management, Marketing, Business Planning, Handling Conflict, Recruitment and Selection, Emotional Intelligence, Employment Law etc. Design and delivery of Consultancy training programmes for Greater Manchester Police Design and implementation of Sales and Customer Service training programmes for US Direct Mail Operation, Nelson marketing, Broadway Incentives and 4imprint over a period of eight years. Design and delivery of appraisal training for West Pennine Health Authority. Leadership development programme for Team Leaders at Burtons Foods Limited. Growing Through Meeting Your Customer Needs In "Customer Centred Growth" (1996), Richard Whiteley describes the actions that separate the customer centred winners from struggling organisations.
1. Focus	On being best at providing value for well defined target
2. Voice of the Customer	Develop listening strategies and integrate learning into company operations so what the customer seeks is delivered
3. Universal Collaboration	Produce a collaborative way of working and train your employees to operate in this way so it is visible to all
4. Lasting Custom Enthusiasm	Develop a customer interaction process that is as much a part of what you stand for as your core product
5. Contact Leadership	Managers go out to customer work sites and to the places in the organisation where real work get done
Paying attention to what your customers really want and need, can give you a competitive operational advantage in the marketplace. Integration with your everyday activity is where the approach should be Please contact us for help and training

Impact Consulting Business Psychologists Ltd. - 0161 773 3709 How to contact us