Consulting Services: Customer Service, Operations, and Technology
Managing Customer Service
Who are service professionals? These are the individuals that perform a variety of customer service and relations tasks. They can be found in every organization. A common job title for a service professional is customer service agent or representative. But most service professionals do not have the words "customer service" in their job titles. Instead, these words are often mentioned in service professional job descriptions because many businesses, whether it is a hospital, a hotel, a restaurant, an insurance agency, a bank, a grocery store, a gift shop, etc., are judged by their responsiveness to customers. Galen Collins offers workshops, keynote presentations, and in-person and online courses for frontline and supervisory service professionals that provide strategies and tactics for managing service expectations and experiences and delivering consistent, quality service.
Organizational Consulting
IGalen Collins assists clients in optimizing effectiveness in the areas of customer service, technology, and cost control for hospitality organizations.
A key customer service consulting service offered is the development of a quality assurance program, where standards are established and problems are addressed to improve service systems and processes on a continuous basis. Galen Collins has implemented a quality assurance program at four different hotels.
A key technology consulting service offered is the development of a comprehensive request for proposal (RFP) for selecting and implementing hospitality information systems. Galen Collins has assisted restaurants and hotels throughout the United States and Caribbean in the selection of property management and point of sale systems.
A key cost control consulting service offered is the development of a variable staffing system for allocating available labor resources according to work requirements. Galen Collins has implemented the variable staffing system at restaurants, hotels, and clubs throughout the United States, resulting in signficant labor savings without compromising service standards.
Managing Hospitality Information Technology
Computers and information systems offer some good news and bad news. According to George Hall, The good news is that potential for the strategic use of information systems has been barely tapped? The bad news is that many attempts to do so have failed.” Why? Because many operations have purchased hardware and software without an information plan. This can be compared to building houses without blueprints or the services of a contractor. The Hospitality College provides consulting service for helping operators in the selection, implementation, and utilization of hospitality information technologies and systems.