Our achievements.
For more than 20 years, our team has been analyzing customer expectations to develop a personalized intervention strategy to support managers and employees in providing a memorable customer experience.
We always seek to touch the hearts of your teams through the simplicity of its interventions, the personalization of its customer approach and the emotion generated.
Discover our most recent achievements.
Customer
Zec Martin-Valin.
The mandate.
Customer Service Program.
Definition of the service mission, establishment of service standards, identification of customer expectations, identification of opportunities for personalization in the customer journey, creation of the service promise and management of mystery customers.
Results.
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Roles and Responsibilities Workshop
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Service Promise Workshop
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Manager's Guide
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Training guide
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Customer Service Training
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Mission reports
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Performance reports
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Dashboard on Shopmetrics
Customer
Charlevoix train.
The mandate.
Survey.
Analysis of passenger expectations, data collection from passengers, analysis of passenger satisfaction, analysis of supply and processes, strategic planning, training on roles and responsibilities.
Results.
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Satisfaction reports
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Dashboard for managers
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Reservation form
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Analysis of development and partnership opportunities
Customer
EVOL.
The mandate.
Culture of service.
Animation of strategic meeting, conference, training, complaint management policy, customer speech, documentation of the customer promise, customer journey, annual satisfaction survey and service delivery.
Results.
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service culture
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Application measurement and evaluation
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Customer experience mapping
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Complaint management
Customer
Civilization Museum.
The mandate.
Service Audit.
Results.
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Writing a call for proposals.
Analysis of visitor expectations, data collection from employees, benchmarking with similar companies.
Customer
City of Mascouche.
The mandate.
Service diagnosis and training.
Analysis of service delivery to take an independent look at the City's performance, production of an official document that will present findings, lines of thought and recommendations, training on the service promise.
Results.
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Service Audit
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Satisfaction survey
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Action plan
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Service promise training
Customer
Qualification.
The mandate.
Customer Experience Program.
Support for companies targeted by Qualificaction to improve their customer experience, carrying out a diagnosis of customer service, personalization of simple and concrete tools, recommendations and food for thought.
Results.
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Conference for targeted companies
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Workshops
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Training
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Service diagnostics
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Customer journey
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Service Promise
Customer
Domain hotel.
The mandate.
Results.
Phone tree, customer journey, training and survey.
Analysis, documentation, implementation and performance evaluation, documentation and identification of customer obstacles, definition of expected behaviors by department, employee training.
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Telephone tree
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Implementation of performance indicators
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Customer journey
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Help sheet
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Manager's guide
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Departmental sheet of organizational expectations.
Customer
PEPS.
The mandate.
Training, promise of service and survey.
Updating of service standards, preparation of employee training, observation grid, personalized training for employees.
Results.
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Service standards
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Documentation of key behaviors
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Observation grid
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Training
Customer
Top here!
The mandate.
Annual mystery shopper.
Management of mystery shoppers.
Results.
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Mission reports
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Performance reports
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Dashboard on Shopmetrics
Customer
Solotech.
The mandate.
Survey and training.
Satisfaction survey - internal survey (employees) on the perception of the quality of service and external (customers) on the customer experience, training on experiential communication, on the customer journey and on the culture of service.
Results.
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Survey report
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Creating a customer journey
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Service Promise
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Extension games
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Training
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Workshops
