Process Innovation
This consulting program delivers results in surfacing system constraints which frustrate both internal and external customers. The art of revealing the process bottlenecks requires an objective eye and lots of candor about the root causes. Using a group method of root cause analysis, Steve delivers results by digging deep and pinpointing the core problem and system constraint. His ISO9000 Internal Auditor background enable Steve to document end-to-end systems from initial customer contact to final fulfillment and follow up.

Management Coaching Program
This 6 month coaching program helps both the experienced and emerging customer service manager in developing their leaderships style, their communication skills and their critical relationships. Using a one-on-one approach along with behavioral assessment devices and 360-degree feedback interviews, Steve gives customer service managers a clear perspective of where their talents lay and how to play to their strengths. The approach is a collaborative relationship between coach and client which is a safe, supportive environment where people discuss discreet management criteria.