About Us

Workforce Development Group, Inc. (WDG) is a customer service and employee development training, coaching, and consulting organization. Our mission is to make the world a better place for customers and employees!

WDG partners with you to help improve the experience you are providing to your customers (patients, clients, associates, members, etc.) in order to:

  • increase retention
  • increase referrals
  • generate more revenue or donations
  • enhance your reputation
  • inspire loyalty

The simple truth is that the more engaged your employees are, the more motivated they will be to deliver an outstanding experience to your customers.

Our experience has shown that building a stronger customer service capability and mindset is not accomplished by simply providing telephone or counter skills to a handful of frontline employees. Across the board, colleagues and co-workers must be viewed as “internal” customers who require the same urgency, respect, and consideration as “external” customers.

Everybody in the company, no matter their role, is in customer service — because it’s an attitude, not a department!

Randi Busse, President


Randi Busse is the Founder and President of Workforce Development Group, Inc., a training and coaching organization that specializes in improving the customer experience, increasing customer retention, and maximizing revenue. Randi challenges business leaders and employees to think in innovative ways when it comes to taking care of their customers.

Randi is a proven partner to companies and business leaders who rely on her unparalleled customer service knowledge. She is regularly called upon by the media to share her expertise, and she has been published in Newsday, the Long Island Business News, and several trade publications. She has also appeared on television and radio, most recently on FIOS TV.

She is also the co-author of Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!, written for CEOs, business owners, and managers who want to improve the experience they are providing to their customers.

Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh, and connect the dots between their own experiences as a customer and how their behaviors and the way their employees treat customers affects their bottom line.