Business Process Consultancy
Business Process Consultancy, Contact Ignition provides process consultancy around customer contact solutions including sales.
The problem isn’t your people its your processes! I can’t tell you how often the problem is the processes being used by companies. But I can tell you I haven’t completed a single bespoke course in the last 20 years without asking that a change be made in the processes.
A lot of the problems come from the fact that we have to many masters. When we start to talk about communicating with customers we have old masters like business culture and etiquette and then the new masters like CRM and mass marketing. We all have different levels of expertise in communication and often these level aren’t addressed early enough in the employment of an employee and the next thing you know a charismatic new staff member has the whole team headed down the road to disaster. All because the induction processes lacked the clarity of the tradable and non-tradable of your businesses etiquette.
A recent hot topics for CEO’s is the understanding that the strategy of your business is less important than the culture. Processes are where strategy meets culture!
Most of the businesses I visit the employee don’t know how to answer their own phones not to mention the main line and even worse they have no idea of how to introduce themselves or why this is so important. Being unconscious of our level of failure with our clients is why most businesses fail.
Become consciously incompetent, contact us about our free half day consultancy program.
Processes are a very wide field, they cover areas from employee induction and training to HR reviews and the work structures themselves. How to answer a business phone.