Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.

EVANS CONSULTING GROUP and Customer Service 101

Employee Engagement: The Critical Link to the Customer Experience

Businesses with more engaged employees perform better.

Gallup's latest report on employee engagement in the workplace found that only 30 percent of U.S. workers are engaged in their work. Engaged employees are emotionally connected to their organization and its goals helping to build a customer centric culture.

Did You Know?

  • Businesses with more engaged employees have 51% higher productivity (Harter, J.K., Schmidt, F.L., & HayesT.L., Psychology)
  • Businesses with higher engagement have 9% higher shareholder returns(Towers Watson)
  • Companies with the most effective employee communication have 47% higher shareholder returns over the last five yea
  • Engaged employees outperform disengaged employees by 20-28% (The Conference Board)
  • Organizations with engaged employees showed a 19% increase in operating income over a 12-month period, compared to a 33% decrease in companies with disengaged employee (Towers Watson)

Need More Reasons to Invest in Employee Engagement Training?

  • Employer understanding of the business strategy and how their work contributes to company performance is one of the top drivers of engagement (The Conference Board)
  • Almost two-thirds of all employees are 33% as productive as they could be because they don’t understand what they are being asked to do (The Conference Board)
  • 80% of employees with a high degree of trust in management are committed to the organization, compared with 25% of employees with a low degree of trust (Center for Creative Leadership)
  • In organizations with highly engaged employees the share prices rose by an average of 16 percent compared with an industry average of 6 percent (The Conference Board)

Current research points to the erosion of employee engagement as the single greatest business challenge that organizations face today. Revenue, profitability, sales, service, productivity, customer retention, quality, efficiency, and bottom line performance are all compromised if you have a workforce in which engagement is less than what it should be.

Is there a way to help your people avoid disengagement given the business challenges you face?

The answer is, yes! Our Employee Engagement training shows leaders and managers how to create an environment in which employees are engaged in spite of business obstacles and challenges they face.  They understand and willingly participate in the customer centric culture because they know it works and makes everyone accountable for their actions and the impact on the organization.

This workshop will help you and your management learn how to weave customer-focused decisions into your culture by developing employee engagement around a customer centric culture.


Where Employee Engagement and The Customer Converge

Workshop Purpose:

Employee Engagement training provides your managers with proven tools and strategies to enable them to mobilize their employees’ energy and commitment to be engaged and aligned with your business strategy, mission critical priorities, and improvement initiatives building a more customer centric culture.

Workshop Outcomes:

  • Define Employee Engagement and
  • Identify the three levels of employees and its impact at each level.
  • Learn what drives employee engagement and how your leadership skills can impact each level of engagement.
  • Learn to develop and enhance communication and engagement skills to better communicate to inspire others to work with passion and feel connected to you and the organization.
  • Leard how to weave customer-focused decisions into your culture.
  • Develop a personal plan of action to improve your employee engagement strategy.
  • Identifying how your communication style impacts employee engagement and the collation between employee satisfaction and the customer experience.
  • Increased levels of engagement in your mission, vision, culture and strategy through developing a more customer centric environment.
  • Increase levels of employee engagement through developing the right leadership skills to promoste and inspire enployee engagement
  • Learn Five simple action steps you can take now to improve employee engagement.

Upcoming Workshops

Workshop Leader Sherry Redden Evans
Sherry is a recognized trainer in the customer service and technical support community.  She is an accomplished speaker in the dynamics of the customer service delivery, leadership, team building, coaching and development. Sherry and her team will provide one on one coaching during the workshop and one-hour post phone call coaching session reviewing the workshop topics providing practical advice in implementing and marketing your employee engagement and customer centric plan.

Each attendee will provide real world business scenarios around employee engagement and the customer experience.   We will provide an open forum for all to speak about their specific work challenges and discuss possible solutions reviewing processes from other organizations.  This workshop will give attendees the opportunity to take a look at what works and what does not work within the organization providing the opportunity to develop an employee engagement plan around the conversation.


What People are Saying About Us

"Sherry is an exceptional instructor on the topic of customer service. She has extensive industry knowledge and shares creative yet easy to implement techniques that can turn the most challenging customer service pitfalls into successful interchanges." - Darien Chimoff, Senior IT Manager, Alston & Bird

"Sherry is a true professional. She provides suggestions for improvement and helps everyone grow." - Krista Ciccozzi, Director of Service Desk Operations, Intelliteach

"Sherry is an exceptional provider of top shelf service and soft skills training curriculum. Her enthusiasm is endless and her classroom deliveries consistently exceed expectations." - Kurt Wheeler, Senior Consultant - Global Business Excellence, Dell Computers

"She is one of the most motivating speakers that I have heard." - Melinda Farmer, Sencommunications

"In her seasoned leadership and management around our service industry, she has supported and helped many individuals in many beneficial ways, with her extended training practices." - Tom Rocca, President, SupportSeven

"Sherry is one of the best I have worked with in the customer service area. She has a corporate background and has packaged her experiences with her common sense approach to offering excellent service. I highly recommend Sherry and her work." - Connie McIntyre, VP Customer Experience, AGL Resources

Ackerman Security Acuity Brands AGL Resources Ameritox Atlanta Journal Constitution
Automated Logic Corporation AutoTrader.com Biolab, Inc. CareStream Dental CarMax Auto Finance
Cobb County Transit Coca Cola North America Collins & Aikman Floorcoverings DeKalb County Public Schools Equisys, Inc.
Genuine Parts Corporation Georgia Baptist Foundation Georgia Pacific Georgia Power  
        ... (many more)