Our Approach

Our Company and Service Philosophy

Relationships between clients and consultants should be based on mutual respect, trust, frankness and liking. Working with these criteria are the corner stones of our relationship with clients. The confidentiality of work we undertake for our clients remains just that. The results are never communicated to anyone else. In the final analysis the challenge of adding value to client’s businesses, valuing the relationship, and the commitment to ensure the most successful outcomes, are our key drivers.

Our Service Focus

Service of the highest standard to all our clients
For us, service is a state of mind integrated with a “can do” attitude
For us, customers and people are the same – inseparable
“We depend on our customers, not them on us”

"We impact behaviour and processes that will increase profits, drive positive perceptions and increase customer loyalty."

How can we provide you with real added value?

Our objectives are realised through:

Assisting culture change
Process improvement
Creating an awareness of the value of customers, and
Demonstrating how behaviour and processes impact perceptions and experiences of our customers whenever they interact with Sales, Customer Service, or other Front-line activities.

The “things we do” to ensure success for you!

Understand your needs, challenges and opportunities
Ensure diagnosis before recommendations
Provide effective tailored strategies
Leverage internal experience and intellectual capital
Minimize your workload
Measure our success
Set mutual objectives, key performance indicators and provide regular and ongoing management reports

Training Philosophy

Our key training objective is to transfer knowledge useable skills to the participants in our development programs. The emphasis is on delivering behavioural change to meet the demands of the business environment, consistent with the desired company culture. To achieve this, our process includes discussions and interviews with our customers and staff prior to the development of course content in order to establish and confirm your critical development needs.

Empowerment Learning Process

We combine workshops, lectures, practical exercises, experiential techniques and role-plays to ensure attendees achieve high retention of a practical skill. Furthermore we undertake periodic reviews of the course content with the attendee's management, so that the use of new skills can be encouraged and fostered, on return to the work environment.

Our people are our customers, we make sure we take care of them, and in turn, they take care of our customers
The levels of best service we provide do have value and a cost, so we do expect a fair and just reward

Engagement

We operate on a fee basis, all costs are provided in our proposals, however if our costs exceed the proposal, no further charges to you are made. If it is 5% below, we reduce our fees accordingly.

Needs Analysis

CCS prime objective is to provide professional consulting and training via content and delivery that is tailored to meet business needs and accommodate corporate culture. The needs analysis may include comprehensive customer / culture / sales / service process “studies”. In order to establish and confirm critical business issues, discussions and interviews are held with staff to confirm implementation strategy. The final process is presented for approval before rollout.

Relationships, frankness and confidentiality

Relationships between clients and consultants should be based on a mutual respect, trust, frankness and liking. Working without these usually results in poor and sometimes acrimonious relationships.

Working with these criteria are the corner stones of our relationship with clients. The confidentiality of work we undertake for our clients remains just that. The results are never communicated to anyone else.

Our commitment to our client does not end at the conclusion of the program. We offer a Hotline and Coaching facility. This allows participants to contact us should they have a specific issue or challenge or need a sounding board. There is no charge for this service.