TD Consulting Group
Strategic Issues:
Comprehensive Customer Service Solutions

rom an organizational standpoint, there's more to creating a successful customer service culture than telling employees to "be nice." Consider TD Consulting Group's comprehensive approach to implementing customer service. It consists of more than a dozen discrete parts—the components that make up TD's hallmark Customer Service Strategy Model©. Using this model as a starting point, TD professionals collaborate with a company's executive leadership to combine critical competencies and organizational customer service strategies into a customer-directed culture so tailored and pervasive that it becomes a basic feature of how the firm conducts its business. Some of the strategic customer service issues addressed through the TD process include CS Philosophy and Expectations; Profiles for Hiring and Recruitment; Reward and Recognition and Mystery Shopper Programs; Performance Accountability; Communication; and Systems, Processes, and Procedures. Another critical element is customer service training, which TD does a lot of. Click here for the course outlines of two key programs in this training sequence—Think Customer Service!© and Coaching for Service Excellence©.

"In partnership with TD Consulting Group, we have made great strides in creating a student-centric environment at FIT. TD's consultants keep us focused and they emphasize results. They are atypical consultants, true professionals, and respected by FIT's senior management and staff."

Annette Piecora
former VP Human Resources and Labor Relations
Fashion Institute of Technology, New York, NY

19 Court Street, Suite 301 ■ White Plains, NY 10601 ■ 914 948-8065 ■ fax 914 948-8064 ■ e-mail:
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