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How I can help?

Train people well enough so they can leave.

Treat them well enough so they don’t want to.

– Richard Branson

Business Process Audit

Whether it’s a well-established business or a startup, the problems that cause blockages in growth are usually a result of the business scaling and growing in the absence of a defined strategy.

The People Audit

Understanding the required skillset of every role and matching it with those of the teams on the ground clearly shows up any discrepancies that may exist between the two. This in turn helps to find solutions.

Customized Training

Based on the requirements identified during both the Business Process and People Audit, I create tailor-made training modules that teach techniques and business best practices that teams can take away and begin to implement immediately.

Training Modules And Workshops

All training modules are created and customized to address specific pain points identified during the needs analysis process. They all include activity-based learning, interactive roundtable discussions and role plays designed around live case studies from the workplace.

Consultancy Services

Business Process Audit

Whether it’s a well-established business or a startup, the problems that cause blockages in growth are usually a result of the business scaling and growing in the absence of a defined strategy.

This is common for a business when it is growing fast. Systems are put into place to manage a growing customer base; people are hired to fulfil the need of the hour and policies and procedures are created as they go along. And while that does manage the business initially it may not prepare it for the next phase of growth.

The Business Process Audit is essentially a deep dive into the business to understand its unique challenges and complexities. It requires considerable time with the Business Owner / CEO, Department Head’s and other key stakeholders to identify key pain points and their root cause. It investigates how each department is performing and how their work product and performance impacts and supports other departments.

Keeping the customer journey as the focus at all times, the goal of this exercise is to identify processes that are either helping or hindering the delivery of a smooth and efficient Customer Experience.

The People Audit

As the title suggests, this process focuses on the human element of the business and how it is impacting Customer Experience as a whole. This process looks into whether departments are adequately staffed, if the people with the required skills are in the right jobs and if the induction process is providing sufficient training on product knowledge and soft skills.

Understanding the required skillset of every role and matching it with those of the teams on the ground clearly shows up any discrepancies that may exist between the two. This in turn helps to find solutions.

A key factor of this process is measuring employee engagement. If employees don’t like their work environment and don’t look forward to coming in to work, they will not be invested in looking after the customers of the business.  An employee engagement survey is extremely helpful in identifying the root cause of certain behavioural patterns and performance related problems which directly impact the overall Customer Experience.

Training Services

Customized Training

Based on the requirements identified during both the Business Process and People Audit, I create tailor-made training modules that teach techniques and business best practices that teams can take away and begin to implement immediately.

All training modules are customized to address the specific needs of the business and the participants. They all include theory, activity-based learning, interactive discussion, case studies and role-plays designed on live situations from the workplace.

Training Modules And Workshops

Sales

Customer Service

Leadership

Let’s find out what you need help with :

We don’t get many referrals from our existing customers.

We get a lot of one-time business.

Our customer facing sales and service teams are nervous of handling difficult customers and conflict situations.

Our sales processes are long and complicated and often cause delays that lead to customer complaints.

We often have to offer compensation to customers who complain about our product / service.

Thank you for taking our short survey. Enter your email address below to receive our pricing details and a FREE 45-minute initial consultation with me to assess how I can help your business.