Garry Gormley spent 17 years in Contact Centre Operations Management before he started up his customer experience training and consulting business in February 2019.
He took his knowledge about customer journey mapping, process improvement and contact centre employee engagement, and created a customer service excellence framework.
Using this consulting framework or what he calls his ‘FAB Proposition’, Garry helps his clients to run an efficient contact centre in 4 key areas: People, Process, Technology and Leadership.
This framework is the basis for Garry’s workshops, coaching, playbooks, diagnostics. By using this model, Garry is able to show contact centre consulting clients where and how he add value.
So what’s your model or framework? Do you have one? Do you think you need one? Have you given any thought to how you can create your own consulting framework?
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I decided to list all the problems that contact centres face and put them on one page..Garry Gormley – FAB Solutions – Contact Centre Consultancy
Get inside your customer’s head
When I started my consulting business, I asked myself about the problems that I know contact centres face on a daily basis and which solutions I know solve them…
If we’ve got contact centre employees who are disengaged or aren’t trained in the right way, then that’s going to impact customer experience…
So when you step back as a consultant and look at all the problems that exist in your target marketplace, that helps you to get inside the head of your ideal customer…
I decided to list all the problems that contact centres face and put them on one page. And then I flipped those problems and asked myself: ‘what’s the ideal solution’.
For example, a manager might say: ‘we are delivering poor customer service outcomes’. The flip side of that is ‘we’re delivering great customer service and delighting our customers’.
I then created my framework or FAB proposition by thinking of all the things that I want my consulting business to be known for.
Part of this involves offering customer service training that I offer through my Service Xcellence program to build rapport and consistency in my client’s service delivery model
Check out the episode now!
Take-aways you don’t want to miss
- How Garry developed his FAB proposition
- What he does to attract high-paying consulting clients
- Where contact centres need his support
- How Garry brings in training associates under his brand
- How he believes his framework has helped win new business