Thorne Training & Quality Solutions

Creating "5 Star" Companies

From Concept to Action

Just measuring what customers are saying isn't enough, you have to be willing to change what your employees are doing to change the outcome....

Your employees can't represent the company the way you want them to - unless you explain "how" (training).

But employees won't change unless they are motivated, measured, and incentivized to do so (customer interaction monitoring).

Tying these efforts to customer satisfaction scores (survey results) ensures your internal efforts are paying off in creating customers that are active customer promoters.

What Do Your Customers Experience?

90% of businesses measure customer satisfaction

Only 10-15% of companies make internal changes to better meet customer needs...

What experience are your customers having? Do you know?

Majority of employers screen their employees prior to hiring them to ask about their customer service skills, but less than 10% provide employees with training on how to represent the company in a positive way, more importantly how to represent the company their way. Not all customer service, rules, levels of front-line authority, and parameters are the same. How are employees to know your company's expectations if they aren't taught?

From knowledge (awareness) to consistent performance

It takes adults up to 7 times of seeing and hearing information before they internalize it. However, awareness of a concept is not enough to ensure a change in behavior. And while good intentioned employees may change in the short-run, they will return to more familiar behavior if the new expectations are not continuously measured and reinforced.

Visibility to Results

Continuously measuring employee customer interaction skills enables your organization to start to monitor and determine where the weak-points may be that are causing customer dis-satisfaction. By focusing on these areas and providing employees additional skills and tools companies can increase customer ratings and word-of-mouth endorsements.

Reporting and Dashboard Capabilities

Using the Thorne TQS recommended tools, your metrics, scores, and results can be monitored and tracked in a simple easy to read dashboard.

What are your customers saying...?