Case Studies

Increase Employee Productivity and Customer Satisfaction

Situation:

A state agency faced a three-fold increase in demand for its services, but could not increase staff do to an organization-wide hiring freeze. Management needed to dramatically increase employee productivity to meet demand and increase customer satisfaction as well as streamline internal and external communications.

Solution:

Chakisse Newton and Cardinal Consulting conducted training programs for key staff addressing written and verbal communications, presentation skills and customer service. Cardinal Consulting also worked with the organization to identify specific opportunities to improve communication effectiveness and customized training to meet their objectives.

Results:

• Dramatically increased staff confidence with colleagues and customers

• Increased employee productivity through practical communication tactics

• Decreased wait time to access government services

• Increased employee satisfaction and decreased frustration

• Increased customer satisfaction and decreased service complaints

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