Comprehensive Customer
Care
Our
Market Leadership
JJA CONSULTANTS, Inc. is a world leader in the design, development,
and implementation of customized tools, techniques, methodologies,
technologies, strategies, and systems for comprehensive customer
care. Our world-class Comprehensive Customer Care Cycle (C4) product
line has been implemented in over 218 public- and private-sector
organizations worldwide.
Our Goal
We provide customized tools, training, and consulting services
designed to assist organizations in creating customer-driven people,
products, and processes to achieve performance results. We understand
that the goal is to develop a culture that empowers the entire
workforce with the competencies, tools, and systems to provide
world-class products and services that continuously exceed customer
expectations.
Our Systematic Approach
Our comprehensive customer care process involves a systematic
approach for determining customer requirements, predicting current
and future customer needs, optimizing the organizational delivery
system, engaging and responding to customers, measuring and evaluating
performance through customer feedback, and continuously improving
all work processes and systems.
Our Coverage
The JJA CONSULTANTS comprehensive customer care process covers
three levels of customers: external, internal, and self-unit.
- EXTERNAL
CUSTOMERS receive finished products and services from the
organization as a whole.
INTERNAL
CUSTOMERS are the recipients of work outputs from other
departments within the organization.
-
SELF-UNIT
CUSTOMERS are the individuals within the organization
responsible for specific outputs as defined by jobs, tasks,
and projects.
Our Consulting Services
We provide results-driven customer care consulting services for
organizations and work teams inclusive of assessment, best practice-based
benchmarking, performance gap identification, and closure support
services. We utilize state-of-the-art methods and proven techniques
to engage stakeholders at all levels of organizations in improving
efficiency, effectiveness, quality, productivity, performance,
profitability, and overall results.
Our Training Services
We develop and deliver customized and off-the-shelf training courses
and workshops for clients. Our firm utilizes proven adult learning
techniques combining customized content and interactive experiential
delivery techniques to ensure internalization, application of
learning, and retention. We offer curriculum at the staff, supervisor,
manager, and executive levels and in train-the-trainer, leader-facilitated,
computer-, and web-based formats.
Our Research and Benchmarking Services
Our company utilizes proven research methods, global databases,
world-class benchmarking sources, and other tools to deliver innovative
research products and services. Our team of experienced researchers,
statisticians, and technical analysts develop and test hypotheses,
perform comprehensive literature and best practice searches, perform
analyses, develop new models and applications, and provide improvement
recommendations. Confidential and open-literature reports are
available for knowledge transfer as required.
Our Supporting Tools and Products
We develop and deliver customized toolkits, training action notebooks,
manuals, textbooks, videos, newsletters, websites, reports, journals,
certificates, and other promotional materials to accompany its
programs and services.
Our Approach
JJA CONSULTANTS provides world-class customer care methodologies,
tools, and techniques designed to transform organizational systems,
processes, products, and services. A customized approach is developed
for each client with focus on the following:
|
Assessment
Mission and Vision
Beliefs and Values
Business Case
Strategic Plan
Scorecard
|
Customer-Driven
Foundation
We will assist leaders with developing customer-driven visions,
values, structures, policies, and strategies designed to develop
a customer-driven culture. Our customer-driven assessment
process will assist the leaders in defining strengths and
weaknesses, articulating the business case, and developing
the performance gap closure roadmap for bottom-line results.
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Reengineering
Streamlining
Documentation
Policies
Procedures
Practices
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Customer-Driven
Process Management
Our company provides support for design and implementation
of customer-driven delivery systems. A comprehensive, integrated
approach to the identification, documentation, control, management,
measurement, reengineering, and improvement of process capabilities
results in enhanced performance and customer satisfaction.
All processes and systems must begin and end with the customer,
and be supported by customer-driven policies and procedures.
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Knowledge-
Management
Survey Systems
Listening Posts
Engagement
Response
Communication
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Customer
Care Data Management
Our qualitative and quantitative tools involve listening to
the voice of the customer to capture and respond to customers'
demands and requirements. JJA Consultants' instruments and
tools include customized Customer Surveys; Customer Service
Indices (CSIs); and comprehensive, customer-driven response
systems. Techniques for effective data management and feedback
form the backbone of our services in this area.
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Problem
Definition
Analysis
Resolution
Prevention
Protocols
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Customer
Care Service Support
We provide support for customer problem solving, and proactive
error and defect prevention. Our services include design and
implementation protocols, escalation procedures, response
and cycle time standards, empowerment and authority level
plans, and customer response systems and tools.
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Executive
Mid-Manager
Supervisor Staff and Teams
Specialist
Train-the-Trainer
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Customer
Care Training and Facilitation
Over 300 prevention and reactive-based customer care training
courses are available to build core customer-driven competencies
at the executive, middle management, supervisor, front-line
staff, specialist, and train-the-trainer levels. We also facilitate
customized leadership sessions, experiential learning modules,
coaching sessions, customer and supplier partnership workshops,
and other customized competency-building interventions.
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Research
Databases
Surveys
Conferences
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Best
Practices in Customer Care
Through continuous research and data collection, JJA CONSULTANTS
maintains access to the state-of-the-art tools, systems, and
approaches to world-class customer care. Our databases are
constantly updated through interaction with world-class implementors,
literature searches, surveys, and participation in such events
as the World Customer Service Congress sponsored by our firm.
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