Press Release:
October 7, 2005
EBI Consulting
Announces Website with Helpful New Content for
Customer Service Excellence
WESTPORT, Mass.—(BUSINESS WIRE)—October,
2005—EBI CONSULTING INC. announces a new website
to help service providers from healthcare to hospitality,
retail, and technology develop a customer service
culture, build accountability, and more successfully
implement a proven process for change. While the
majority of organizations focus primarily on cost-cutting
at the expense of service excellence and skills,
EBI clients are often already dedicated to service
quality and high performance.
“Many CEO’s
are only now realizing the economic, value-added
benefits of customer service as a differentiator
in attracting and retaining customers,” said
Elaine Berke, founder and president of EBI Consulting.
Since 1981, EBI has been recognized for customized
and sustainable initiatives, winning engagements
by providing a more credible, enterprise-wide approach
to behavior change, accountability, and culture shift.
We approach client needs on an individualized basis,
working with executives, building change starting
at the top, and creating the integration between
process and service necessary for a memorable experience.
EBI has been selected for
customer service initiatives by many well known
and prestigious organizations, including Harvard
Business School Executive Education, and has assisted
large national franchise groups, like Dunkin Donuts/Baskin
Robbins/Togo’s, in
change management to implement a retail business
model. Healthcare clients on both coasts concerned
about increased competition and internet report cards,
such as St. Joseph Health Services of RI and Oregon
Health & Science University, have utilized EBI’s
process to implement customer service initiatives
and shift the culture within large medical centers,
gaining physician support and changing staff behavior.
EBI has also provided service excellence for 4 and
5 star hotels, such as Meridien Hotels of North America
whose customer satisfaction ratings have been as
high as 92%.
Elaine Berke, a consultant,
speaker, business leader, and executive advisor,
believes Service Excellence is about making a
personal connection with your customers. “It’s
about connectivity and how you treat your customer.” Though
commitments to customers are glorified everywhere,
most organizations do very little to improve customer
relationships.” As Yogi Berra said, “If
you always do what you’ve always done, you
always get what you’ve always gotten.”
Information on Service Excellence and EBI solutions
are available on our website at www.ebiconsult.com or
call 508-636-5656.
About EBI Consulting, Inc.
EBI Consulting is an experienced,
customer service and culture change firm, working
with over 300 clients since 1981. We work with
technology, healthcare, hospitality, financial
services, retail, and manufacturing organizations
seeking to differentiate brand reputation through
customer service, increase customer satisfaction,
and create a sustainable service culture. Our clients
have included Harvard Business School Executive Education,
Allied Domecq Retailing (Dunkin Donuts, Baskin-Robbins
, Togo ’s), Meridien Hotels of North America
, Amica Insurance, Kronos, Affiliated Research, and
Oregon Health & Science University. EBI is dedicated
to providing relevant and customized solutions to
assist clients in achieving specific business goals
and performance standards.
CONTACT: Elaine Berke, President
EBI
Consulting, Inc.
Westport, MA 02790
T:508-636-5656
info@ebiconsult.com
www.ebiconsult.com
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