CUSTOMER SERVICE

Helping clients achieve a customer focus which pervades all aspects of their business has always been a hallmark of Ivy's services. We educate an organization's managers to view customer service as part of a larger framework. The framework begins with the creation of a "customer service strategy" that defines the company's relationship with customers. All other aspects of service flow from that strategy.

We assist the organization to develop customer standards and measures based on its strategy. Once measures and standards are in place, we work with managers and employees to design data collection systems to gather customer data and information on an ongoing basis. In designing a data collection system, we tailor it to the type of customers, the product/service delivered and the needs of the organization, so that the information will be used for interacting with customers and for making improvements. During this process we train and guide employees in understanding the strategy, standards, measures and their specific responsibilities.

We also work with our clients to ensure that the structure of the organization, its technology and its people practices are aligned with the customer service strategy. Through this comprehensive approach the organization can truly become customer-centered.