Consultant

"SERVE YOUR CUSTOMERS, DESIGN YOUR SERVICE"

Carla Carvalho Dias

CUSTOMERS DON'T CARE ABOUT PROCEDURES, THEY WANT GOOD SERVICE AND OUTSTANDING EXPERIENCES.

To serve our Customers we need to train our people!

I believe in immersive consulting, I believe in diagnoses and actions based on co-creation and design thinking, in particular, in an era of digital transition so evident.

That’s why, before any project, I literally infiltrate myself into your company to get to know you as a Client and as an Employee through the Undercover Employee technique, a practice I’ve been using for over 20 years with highly proven results.

Knowing the voice of the Customer and Employees effectively (quantitatively and qualitatively) is an essential step for any consulting project that intends to design and streamline a unique and memorable service culture.

FACTS

languages

+ 0

people

+ 0

business areas

+ 0

books sold

LET'S WORK:

UNDERCOVER EMPLOYEE & CUSTOMER

For over 25 years, the practice of infiltrating myself into organizations has proven to be one of the most valuable assets in every consulting project I do.

There are many cases where the company resolves its processes and systems against the genuine will of all its Customers.

Immersive research is the foundation of success for any consulting project that I design or redesign to guide the company and its people towards a Customer Centric culture.

With UNDERCOVER EMPLOYEE & CUSTOMER, we will really know, without filters, what your Employees and Customers think and feel.

Duration: 2 or 4 days

testimonial

"There are two types of consultants: the ones that talk and the ones that do. Carla is clearly the second type. She works well, fast and hard. Direct, simple and friendly. I love it."

Bernard Secretin

General Director - Margão - Maccormick Portugal

LET'S WORK:

BOOTCAMP PERSONAS & PAIN POINTS

Two of the most common mistakes in designing a service experience are:

Assuming the team’s focus on solutions
The belief that customers are all the same

In these two points lies the solution of a company designed to serve.

Becoming aware, identifying and debating the Pain Points in your relationship with your various Customers or with your Employees, is the first step towards designing the personas that will give life to your new Customer experience, which will be designed to mark and be recommended.

BOOTCAMP PERSONAS & PAIN POINTS are two days of intensive work on the journey of your various types of Customers within your organization’s power to raise awareness among your teams and teach analysis and design techniques that will help you understand the Customer Journey and its practical application in the continuous improvement of your customer service.

Duration: 2 or 4 days

testimonial

"Carla made us look at everything in a new and different way."

Maarten Vrijaldenhoven

General Manager - Mercedes Benz Financiamento

LET'S WORK:

BOOTCAMP CUSTOMER OR EMPLOYEE JOURNEY

How do you listen to the voice of your Clients and Employees? What do you really know about what pushes away or brings you closer? What are the Pain Points in your Customer’s experience?

Customers are not all the same. It is essential to understand, build and develop the various characteristics, emotions and expectations of the personas associated with your brand in order to design in detail the journey you want your Client to take during all points of interaction and relationship with your organization.

BOOTCAMP CUSTOMER / EMPLOYEE JOURNEY is not just a pretty picture of what exists! It is based on the principle of co-creation involving its people on what the company’s interaction and relationship with the Client should be in order to obtain better results and better recommendations. Only by involving all the actors and players into the change will it be able to promote the much-needed empathy – “putting on the customer’s shoes”.

We will dive into 4 days of analysis and design of your Customer experience and understand where, with whom, how and when you can have the opportunity to interact to elevate your customer experience to the level of service excellence.

Duration: 4 days

testimonial

"Carla is by definition someone who makes things happen, things that go by the name of motivation, teamwork, focus on results and true customer service, which end up being translated into a “bottom line” for those organizations that have the courage and foresight to follow that path."

Rui Lousa

Administrator - Porto Comercial - FC Porto

let ’s connect

FACEBOOK

INSTAGRAM

YOUTUBE

BLOG

E-MAIL