Services
Education Programs
I develop and facilitate various education programs, seminars, and discussions for customer service teams and frontline staff.
Training
Workshops
One-on-one and group coaching
Team building
New employee orientations
Strategic planning sessions
Corporate retreats
My classes are highly interactive and learner-centered. I use various training methods — from case studies and think-pair-share to empathy and listening circles — to ensure the learning experience is both engaging and impactful.
My programs focus on:
Cognitive empathy — fully and accurately understanding each customer’s experience, challenges, needs, interests, and preferences
Individual-first language — use of language that helps your customers understand what you say or write, conveys respect and appreciation, and facilitates collaboration with your customers
Effective communication with each customer — including persons with disabilities, customers experiencing stress and anxiety, individuals with neurological differences, older adults, and customers who don’t speak English fluently
Assessments and Solutions
I provide comprehensive assessments of:
Frontline operations (call center, customer service, customer support, customer relations, service delivery)
Internal communication (among your employees, contractors, vendors, and partners)
External communication (between you and your customers)
The assessments identify your customer pain points and your team’s challenges in delivering excellent customer experience — as well as strengths and opportunities for improvement. Drawing on these insights, I create solutions tailored to your mission, vision, brand identity, and business goals:
Streamlined processes for effective communication across your organization
Innovative protocols, procedures, and tools for your customer service and frontline teams
NEW: AI tools that empower your frontline teams to elevate their customer experience — through enhanced empathy, understanding, respect, and personalization
