Services
TRAINING & DEVELOPMENT
This focuses on providing organisations with employee development services in the areas such as, but not limited to:
- customer service
- business-related workshops (presentation skills, etiquette & protocol, communication skills)
- train the trainer.
- This component also includes one-on-one performance improvement coaching
PROCESS ANALYSIS, DEVELOPMENT & WORKFLOW MANAGEMENT
Using Lean Six Sigma methodology and tools, our purpose here is to delve into processes that drives service delivery with the aim improving efficiency and productivity.
RESEARCH
Various research methods are utilized including:
- customer satisfaction
- moments of truth
- post-transactional
- mystery shopping
- internal customer and employee engagement
HR SUPPORT & RECRUITMENT
We support organisations by assisting in:
- recruitment – job description design and crafting
- shortlisting of candidates
- interviews
- testing
- communication and performance management
“Our firm, Medical Marketing Company LTD (est. 1995) provides medical diagnostic equipment and supplies to the regional hospitals and private laboratories throughout Trinidad and Tobago. Within management, we saw the need to improve the overall customer experience and knew that it must begin with a workforce that felt appreciated, listened too, and organized in a manner that would empower them to engage our clients with their best professional persona. So, in January 2021, we engaged ServXcellence™ to provide training on customer service and individual and group staff coaching sessions. Staff were really engaged and energized in the process and felt that the sessions helped them professionally and personally.
Through this experience, we found that one of ServXcellence™ strengths is their ability to quickly assess personal and organizational dynamics and tailor plans that targeted key problem areas. There was notable improvement in staff performance and the customer service experience. Given the measurable results and the personalized attention ServXcellence™ provides, Medical Marketing Company Ltd expanded our work with ServXcellence™ to include other areas of organizational development.
MMCL believes in investing in our workforce and our investment through ServXcellence™ has provided a positive return on investment for us, our workforce, and our clients.”