• Customer service at lower cost - training session

    November 08 2007, 08:30 - 08:30
    Location: AmCham

    Philippe Jeanmaire: After a career in industry and as a partner in a “Big 4” consulting firm in the US, Philippe enjoys coaching and facilitating international teams to “Speed-up the results” from strategy to benefits – Philippe is also Co-Chair of the Amcham Human Resources Task Force

    Marc Predal (presenting in French): Through his career in international consulting companies, Marc acquired a solid experience in the implementation of operational excellence plans. He has reached the status of Black Belt Lean Six Sigma and achieved tremendous performance improvements in customer service and cost reduction

    They will share their experience and practical tips on:
    • How to identify the 7 types of waste that pollute your customer service
    • The Lean Six Sigma approaches to eliminate them
    • Moving from a concept to hard benefits through new behaviors
    Of the two key components to influence the perception of your customer service:
    1. The timing, quality and cost of the service
    2. The way or mindset in which the service is delivered
    This first seminar will address timing, quality and cost of the service.  Not to talk about strategies, but about the down-to-earth execution that makes the difference. As Alfred Brittain 3rd, former CEO of Bankers Trust, said: “You can come up with the best strategy in the world – implementation is 90% of it”.