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Eric Fraterman
Principal,
Customer Focus Consulting
20 points
Customer service consultant with deep and wide experience. When you hire me you will achieve profitable results – faster and better.
Your organization will be refreshed through the needs of your customer.
At present I do much work around managing and ...
Your organization will be refreshed through the needs of your customer.
At present I do much work around managing and ...
Customer service consultant with deep and wide experience. When you hire me you will achieve profitable results – faster and better.
Your organization will be refreshed through the needs of your customer.
At present I do much work around managing and improving the day-to-day customer service. I use a widely proven and affordable Customer Experience Workshop methodology for quick results and developing a longer-term game plan. It invariably provides high value to my clients.
Also, I have found that many B2B companies have insufficient insight in their Share of Wallet of key customers and who loses and wins. My work provides concrete insight in those dynamics and the underlying drivers.
Background Information:
I am a seasoned organizational consultant, with more than 25 years of international work experience, first in advertising and marketing. During the last sixteen years I have provided management consulting services, including service quality consulting, change management, marketing strategy and research consulting.
I have a sound 'Big Six' consulting background: Prior to becoming independent, I worked for eight years with (then) Coopers & Lybrand Consulting where I helped develop and set up the successful Center for Excellence in Customer Satisfaction.
My experience is international and varied. I have worked with clients in Canada, the United States, Mexico, Korea, Austria, Italy, Belgium and Holland. I have also worked in a wide variety of industries, but always around customer focus related issues.
If and when required, I work as a boutique and access and bring to bear my extensive network of affiliated specialists with complementary skills and with whom I have had long standing strategic partnership connections. My clients recognize this as a value to them.
See: www.customerfocusconsult.com
Specialties:Customer Service improvement; Customer Experience management; Improving B2B key account relationships for increased Share of Wallet. I have passion for this work and a real knack for getting resluts.
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Your organization will be refreshed through the needs of your customer.
At present I do much work around managing and improving the day-to-day customer service. I use a widely proven and affordable Customer Experience Workshop methodology for quick results and developing a longer-term game plan. It invariably provides high value to my clients.
Also, I have found that many B2B companies have insufficient insight in their Share of Wallet of key customers and who loses and wins. My work provides concrete insight in those dynamics and the underlying drivers.
Background Information:
I am a seasoned organizational consultant, with more than 25 years of international work experience, first in advertising and marketing. During the last sixteen years I have provided management consulting services, including service quality consulting, change management, marketing strategy and research consulting.
I have a sound 'Big Six' consulting background: Prior to becoming independent, I worked for eight years with (then) Coopers & Lybrand Consulting where I helped develop and set up the successful Center for Excellence in Customer Satisfaction.
My experience is international and varied. I have worked with clients in Canada, the United States, Mexico, Korea, Austria, Italy, Belgium and Holland. I have also worked in a wide variety of industries, but always around customer focus related issues.
If and when required, I work as a boutique and access and bring to bear my extensive network of affiliated specialists with complementary skills and with whom I have had long standing strategic partnership connections. My clients recognize this as a value to them.
See: www.customerfocusconsult.com
Specialties:Customer Service improvement; Customer Experience management; Improving B2B key account relationships for increased Share of Wallet. I have passion for this work and a real knack for getting resluts.
April 6, 2011
Eric Fraterman
and
44 other people
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What is more important: to resolve a complaint quickly or to acknowledge it quickly?
The first and very important step is to acknowledge the problem or complaint. The customer knows that s/he has been listened to. It is also the opportunity to apologize for inconvenience, gather more information if possible, and especially to manage the expectatitions about what is ... more
April 6, 2011
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Sept. 15, 2010
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