Excellence In Action Inc., provides consulting and training services to assist our clients in developing a focused customer service mission along with the accompanying strategy and action plans necessary to achieve the mission. Emphasis is placed on assisting clients in developing a Specific, Measurable, Achievable, Relevant and Timely (SMART) plan of action.

Exceptional Client Service RoadmapSM

Excellence In Action Inc., will assess the vitality of a service delivery function via culture, processes and technology with an emphasis on the five essential characteristics of exceptional client service: Reliability, Assurance, Tangibles, Empathy and Responsiveness. The results of the vitality assessment and the accompanying Exceptional Client Service RoadmapSM (ECSRSM) will guide management to focus on improving the critical aspects of service performance that improves customer satisfaction and retention.

Leadership Vitality Assessment

Excellence In Action Inc., can customize and implement a 360° Leadership Vitality Assessment (LVA) survey that allows participants to gain a valuable insight into their current leadership style and effectiveness. Combined with individual and confidential coaching, this deliverable helps participants  to reinforce their positive leadership attributes and characteristics while improving those leadership attributes and characteristics that are identified as needing improvement.

Teamwork Vitality Assessment

Excellence In Action Inc., can perform a Teamwork Vitality Assessment (TVA) that can assess the current vitality and positive teamwork within an organization. Predicated on the assessment results, Excellence In Action Inc., will facilitate our Action Planning Workshop (APW) where members of the team are organized into sub-teams and assigned responsibilities to create and execute an action plan to address the critical areas for improvement as identified by the Teamwork Vitality Assessment.

Training and Instruction

Excellence In Action Inc., has developed The Superior Performance Series® which are a set of training modules that are designed to enhance the personal performance of employees and leaders in the delivery of exceptional customer service and leadership excellence. The training modules within The Superior Performance Series® are:

• The ABC’s of Exceptional Client Service®

• Excellence as a Way of Life, Everyday®

• What Real Leaders Really Do®

Corporate/Keynote Presentations

As The Customer Service Doctor®, William K. Middlebrooks is available to deliver keynote addresses at company meetings and/or conferences that offers a unique blend of perspective and insight that motivates people to strive for excellence in customer service performance and leadership excellence.