Highly sought after author, speaker and trusted advisor to service & support leaders around the world, Phil literally wrote the book on how to earn respect and then demand respect on behalf of your customers.
Last week, I experienced something that reminded me that anybody can provide good service when things are going well - it is how you recover that makes the difference.
I own a 5 year old Acura with 48K miles on it and bought it from my local Acura dealer, which is also where I took the […]
From the August 2008 Verghis View newsletter (sign up from home page)
With many economies around the world sputtering, most of you are helping prop up balance sheets by slashing discretionary spending, renegotiating contracts and putting off purchases.In this kind of atmosphere, it is tempting just to make the necessary cuts and hope that you will […]
Well I’m off to India via the UK for a mixture of work and vacation. For the travel buffs among you, I’ll get to see the new terminal 5 at Heathrow as well as Bangalore’s brand new airport and also the brand new airport at the up and coming tech hub of Hyderabad.
I’ll let you know how this […]
Oct 7 Voice of the Customer retreat in Bolton MA.
A one-day retreat for customer support managers to explore leading-edge ideas for improving customer satisfaction and customer interaction. Interactive discussions with 150 peers in an intimate, country club setting. Topics include customer satisfaction metrics, compensation incentives, feedback analysis, brainstorming forums, and integrating customer input into support processes and knowledgebases.
REGISTRATION: $285 per attendee; $50 discount if you contact me for the code.
More than ever, you face decisions about support and services strategy that take you into uncharted territory.
How should you structure global support? How do you motivate a globally distributed support team? Can you migrate customers from free to fee-based support? Is self-service really an option? What about new technologies? How do you switch from ‘activity’ based metrics to ‘outcome based’ metrics? How do you make support the voice of the customer?
These are tough issues because your best in-house people simply don’t have the right information to show all your possible options.
That’s why it’s probably time to have a chat with Phil Verghis. Phil is a highly respected management consultant who has helped dozens of support and services executives devise winning strategies. He’s been a top-level support executive himself, he’s written the definitive book on customer-centric management, and he has hands-on experience with implementing new metrics, new systems, new business models, and new market development initiatives.
But most importantly, Phil brings a fresh perspective to problems that seem to have no easy solution. One client calls this knack “Phil’s magic.” Another says, “You helped us see possibilities that we never knew existed.” And another calls him “my most trusted advisor.”
If you’re venturing into uncharted territory and want a better idea of your options, give Phil a call at +1 (617) 395-6613 (or send him an e-mail at Phil [at] verghisgroup.com). Talk about the problem you’d like to solve, and see if he can help. Then, if you like what you hear, consider bringing Phil in to your offices for a one- or two-day brainstorming session, or perhaps for a larger project or an ongoing advisory relationship.
With Phil as your advisor, you’ll be surprised at how many new possibilities open up for you and for your company.
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