Customer Feedback Tools
The only way to truly know how your customers feel about their experience with your business is to ask them. Our feedback tools provide the valuable opportunity for candid comments straight from the source that are then used to develop personalized training for your organization.
Customer Satisfaction Surveys
Customer satisfaction surveys are a useful tool for gathering information and determining whether your customer service is on target with customers’ expectations. Through discussion, we determine the size of the survey required, timing, and survey goals for your organization.
Customer Focus Groups
Unlike questionnaires and other forms of quantitative research, customer focus groups provide useful insights into customers’ views and feelings about the service experience. We can facilitate the session and gather information from your customers to help understand the experience you are providing.
Customer interviews are a common mechanism for gathering the voice of the customer. Customer interviews are usually conducted one-on-one with an individual customer. They provide an opportunity to get in-depth information about their experience with your organization.
What people are saying about us:
Thank you very much for going out of your way to meet with me. You helped me to understand the importance of answering my telephone in a professional manner each and every time. I appreciated most how prepared you were to deal with my specific problems. The way you focused in on my unwillingness to make every telephone call about the customer and not about me was a true revelation. I will recommend your expert coaching to anyone who wants their telephone skills sharpened by a highly skilled professional.
Randi Busse of Workforce Development Group recently completed a series of training and coaching sessions with our employees designed to improve the way we take care of our customers. The sessions were scheduled at the end of the day so as not to interfere with us servicing our customers. The training and coaching were customized to our business and included role-plays of actual customer scenarios. I’ve seen an improvement in our service levels already, in addition to increased confidence in our employees’ ability to provide outstanding service to our customers. Another benefit is better internal communications with my employees. I recommend hiring Randi and her company to help create a culture of ownership among your employees. That has helped us improve the service we are providing our customers.
We engaged the services of Randi Busse and Workforce Development Group several times in an effort to raise the bar on the experience we are providing to our students. Her workshops are engaging, thought-provoking, and leave our staff with skills and techniques they can use immediately. The participants enjoy the workshops and walk away with a fresh sense of engagement in their jobs.
I’m very happy with the results that we are already seeing from having Randi come in and work with our staff. Her professionalism and knowledge of the proper customer service techniques was evident from the beginning. She worked with my staff both in a group setting and one-on-one giving them the skills they need to “WOW” our customers. She showed them how to do it and she gave them the confidence that they need to convert shoppers into customers. I’m already seeing positive results. I would recommend Randi’s services to anyone that wants to set themselves apart from their competition by the service they provide.
I run a manufacturing company that serves 10000 customers a year and has 120 employees. I was having trouble getting my employees to treat each customer as an individual. I sought out a company that could help me improve our customer service response. I found Randi Busse online and after the first call knew that she grasped my situation. Having her come in and work with my team and do follow up sessions with my management has proved invaluable. She has helped me change the culture of my business to what I have hoped for but could not achieve. I would highly recommend her as a resource to help you take your company to the next level.
Recently we employed Workforce Development Group and more specifically, Randi Busse, to put on a seminar for us. We had in attendance reservation agents, dispatchers, accounting personnel, and our airport employees. We wanted everyone who "touches" our customers to attend. Randi made it very interactive by having them answer her questions and getting everyone involved. Along the way, you could almost see the light bulbs going on over the attendees heads as they "got it". Her expertise in the field was proven as second to none, she turned our rank and file into "owners". Her teaching and coaching techniques really got through to our staff. We may recoup this investment by the end of the week!
Thank you for the informative and useful workshop to brush up my team's customer service. Everyone was able to take away many points, but most importantly were excited to implement at least one item into their sales or service routine. No matter how many times I sit through one of your presentations, I still continue to learn. Although you state customer service is common sense, it is great to be reminded the importance of our customers. We look forward to working together soon!
Your presentation was great and overwhelmingly positive. I took plenty of notes and felt the content you shared in the time we had was valuable. A good outline for a lot of further work. Even though I feel our staff does a good job and better than most, I know there is a ton of room for improvement and consistency. I’m going to use your book to expand on our training. Again the feedback from other attendees was fantastic. If anything many craved digging deeper on how to implement the basics and beyond. Randi, you know your subject and are a wonderful educator for our industry.
Randi delivered a customized workshop to my employees on how to improve the experience they are providing to our customers. As a result of the time they spent with Randi, my employees are more engaged and committed to delighting our customers. It was a worthwhile investment as I hear my employees using the skills she shared with us and I am already seeing positive results. I recommend bringing Randi in to work with your employees if you want to improve your customer service.
Randi Busse of Workforce Development Group has been working with our staff for the past three months. She delivered initial training and has since been providing us with ongoing coaching to reinforce the skills. During that time, the level of customer service we are providing has improved dramatically. Randi created customized professional phone handling procedures as well as scripting for many of our typical customer situations. These procedures and scripts have helped our staff become better equipped to answer our customers' calls, and have helped with the conversion rate for selling our services.
We often get compliments from our customers about the level of service they receive from our company, and so much of that is attributed to the skills that Randi has taught our employees.
I would highly recommend Randi Busse and Workforce Development Group to any business that wants to WOW their customers. Randi has certainly WOW’d us!