Chartered Institute of Personnel Development
International Gaming Technology
SELECTED PROJECTS
Below are some descriptions of projects done for a number of our clients. To quickly find a listing—and how we've helped a client move their business forward—use the submenu at the left.
Accenture (Worldwide)
Supported improved customer service at all Accenture Offices worldwide. The program uses a unique methodology of involving the front-line service providers in the establishment and tracking of critical customer service process measures.
Developed, wrote, and implemented master training course in customer service for all offices in North and South America, resulting in significant service level improvements for internal customers. Well received even in the established offices of New York and Los Angeles.
Produced, wrote, and edited video training program with broadened applicability to new and temporary employees.
Acura (North America)
Provided key targets for managing service within a luxury brand for regional and national forums, including Sales Zone, Parts and Service Zone, and District Managers; Dealer Grassroots programs; and Dealer Advisory Boards.
Boyne (Michigan, USA)
Designed and delivered Reservation program for Boyne’s call center to help manage a 50% increase in call volume.
Program has successfully helped the Boyne reservations team to exceed individual and team revenue goals, to manage rebates and upgrades, and to improve guest satisfaction.
Since program inception, courtesy scores have improved 45% while meeting call center rate and volume goals.
Chartered Institute of Personnel Development (London, United Kingdom)
Developed and conducted two Master Classes for the Chartered Institute of Personnel Development, the leading organization of Human Resource professionals in Europe, with over 150,000 members.
Conrad Hotels & Resorts
Worked in conjunction with the senior management team of the London headquarters of Conrad to update the Conrad Hotels & Resorts Brand Operating Standards. After testing by a select group of leading Conrad General Managers, these standards were refined again and finalized. The entire process, including time for internal sign-offs by legal, risk management, and insurance departments, took less than five months to complete.
Fontainebleau Resorts
Provided support service to help launch this new premium and forward-looking brand. In addition, C3 led collaborative teams in Service Innovation, Process Improvement, Development of Customer-Focused Service Standards, and Service Culture. C3 also provided the design, creation, content, and delivery for service skills development.
Four Seasons Hotels & Resorts (Worldwide)
Over 22 years, designed and delivered various Customer Service Management workshops for all managers at multiple locations including Four Seasons George V, Paris, and Four Seasons Las Vegas, Four Seasons Washington D.C., and San Francisco.
Led the realignment and improvement of the sales process for all Four Seasons Residence Clubs, which included the design and delivery of a new sales development program, “Clients for Life.”
In 1982, created and implemented first system-wide service quality audit program and helped develop industry-leading customer service standards.
International Gaming Technology (Reno, Nevada, United States)
Facilitated customer response task force to improve quality and response time in handling customer requests from the field.
Developed training to prepare sales force for pressures from competitor product introductions.
Consulted with company's action response team to develop ISO 9001 quality assurance protocols (deemed the "finest I have seen to date" by the ISO Registrar).
Intrawest (North America)
Designed and delivered the Intrawest Destination Sales School for new sales associates. Over 130 sales personnel completed courses in the first 11 months, supporting the company's goal of a sales-driven culture.
Larkspur Hotels and Restaurants
In collaboration with 35 of this company’s current and future leaders, C3 created customer service standards for their new sub-brand “The Collection,” upgrading the customer experience and support clear and specific training of current and future front-line service team members. Helped update current customer service materials, including new-hire orientation and manager development programs.
Le Méridien Hotels & Resorts (Worldwide)
Introduced worldwide “Metrics and Measures” program to support Le Méridien’s key strategic objective of becoming more data driven and strategic in customer service issues.
Mandarin Oriental Hotel Group (Worldwide)
Designed and delivered Problem Solving Technology (PST) program, which, globally, has proven over 80% successful in long-term sustained improvements in customer satisfaction scores
Provided detailed process mapping in four flagship properties to improve predictability and productivity.
Designed quarterly “direct report card” for the CEO of Mandarin Oriental-The Americas; This alignment tool supports the head office’s balanced score card and provides more scheduled feedback. The CEO’s direct team now makes frequent fine adjustments to keep their work and targets are kept in perfect alignment.
Facilitated General Managers meeting for seven consecutive years, providing continuity and increased focus on key growth topics.
Consulted on expansion strategy for The Americas, including organizational structure, quality assurance, customer service management, and management development.
Completed extensive business process redesign programs for The Oriental Singapore, which achieved payback period of less than 12 months and returns on investment of over 200% in the first two years.
Designed and developed a unique customer service program, “Moments of Delight,” which integrated MOHG’s award-winning international advertising and PR campaign with onsite service delivery at business and resort locations worldwide.
Created program to encourage employee involvement in new ideas and improvement efforts. Program ran successfully for ten years and facilitated redesign of the hiring process for Mandarin Oriental San Francisco.
The Resort at Pelican Hill, The Irvine Company (North America)
Collaborated with the resort’s architects and operations team to deliver, within 90 days, a detailed articulation of the service vision in action.
Highlights include: assessing the impact of architectural design features on staffing levels and service flow; providing service innovations for integration of hotel, spa, golf, and banquet operations; and, drafting a complete set of minimum operating standards for all guest-facing departments.
Raffles Hotel (Singapore)
Developed first-of-its-kind value stream analysis for the internationally acclaimed Raffles Hotel Singapore to fine-tune its award-winning customer services.
Resorts International (Atlantic City, New Jersey, United States)
Developed the first self-directed work teams in a casino environment, which improved both customer service and cycle times on the casino floor.
Wrote and implemented proprietary customer service improvement program for front line staff.
Rio Suite Hotel (Las Vegas, Nevada, United States)
Designed and delivered Rio Styles 2000–an innovative customer service program for 5,200 employees that connected the front and back of the house service personnel efforts.
Implemented Inspiring Excellence© for all supervisors and managers.
Aided expansion from 1,000 to 2,500 rooms and doubling of the employee base while maintaining award-winning customer service.
Sea Island
Delivered selling skills program for the Social Sales and Spa Sales Teams of this luxury resort—recently voted the best golf resort in North America. The unique focus of the selling program was finding and then leveraging alignment between the culture of the resort and the aspirations of the callers.
The Setai (South Beach, Florida, United States)
Customized strategic and tactical interventions to deliver exceptional luxury brand attributes, including: an Operations Committee Service retreat; an update of Customer Service Standards; development of higher performing teams; and a design for building trust.
Vision Consulting (London, United Kingdom)
Assisted as subject matter expert in the development of appropriate metrics and measures for U.K. government-sponsored project on improvements to the London Underground.
VIZZION – Europe
Developed an in-depth analysis of four different management structures for this newly formed development company. The analysis included 10-year financial projections and an analysis of which structure would best serve the new design features and positioning of this company’s innovative, multipurpose development offerings.
Waldorf Astoria Hotels
In collaboration with the Senior Brand Waldorf Astoria team, C3 wrote the Brand Operating Standards for newly built hotels of this luxury hotel brand and then Edited and updated the already existing Waldorf Astoria Collection Brand Operating Standards.
Washington Duke Inn and Golf Club (Durham, North Carolina, United States)
Developed customer service standards for this independent hotel and resort that leveraged its existing, successful hospitality style to reach more consistent levels of service delivery.