Services

Six individuals seated in a semi-circle on white chairs.

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:

  • Effective empathy — fully and accurately understanding your customer’s experience, challenges, and needs

  • 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

Set of six illustrations depicting various customer service and support scenarios, including individuals using headsets, smartphones, and a retro telephone, with "24/7" and "HELP" texts.

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)

These assessments identify your customer pain points and your team’s challenges in delivering excellent customer service — 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

  • Guidelines and manuals to drive exceptional, strategic customer service