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The mission of Customer Service Expert’s consultants is to train professionals and to impel them discover and reach new dimensions of success in their business. For almost 10 years since Customer Service Experts has been positively influencing the people to whom it provided training and consultancy, supporting the partner companies to grow and develop.

Customer Service Expert is focused on designing and improving desired behaviors, promoting efficiency and achieving results for the client, whilst offering relevant solutions that are tailored according to each industry’s characteristics.
Join us as we evolve through transformational and cultural trainings, through business-strategy consultancy, through our partnerships focused on growth and promotion.

Our Services

PERSONALIZED TRAINING PROGRAMS AND BUSINESS COURSES

Customer Service Expert provides new opportunities that will increase your business value through competitive theoretical knowledge...

Customer Service Expert provides new opportunities that will increase your business value through competitive theoretical knowledge and operational expertise. The word "maybe" is not included in the common language of our experts. The results are a real differentiator, and success is only a consequence of the all above.

The trainings curricula are created and developed based on the skills that need improvement, which are identified following the diagnosis stage.

The quality of the courses is secured by a methodology including multiple and complex activities that will help participants to immediately implement and apply the newly learned concepts.

MANAGEMENT STRATEGY AND CONSULTANCY

Our consultants are true experts in developing and implementing processes that support leaders, teams and team members to...

Our consultants are true experts in developing and implementing processes that support leaders, teams and team members to:

  • Establish the strategy and properly implement it through concerted actions;
  • Simplify and streamline processes;
  • Reshape the strategic planning for the individual professional development and employee loyalty;
  • Deliver added value by identifying and implementing new strategies and processes or additional services.

We work together to identify the best tactics and patterns that are ideally suited to the company’s strategic objectives.

Our consultants carefully analyze the business architecture of our customers and, as development opportunities are discovered, they immediately shift focus on them. In comparison with a conventional approach, substantially improved results will be visible at a much earlier stage of the process.

Areas of interaction with customers:

  • Performance’s strategic analysis in multi-channel as well as conventional Contact Centers. Our experience also includes developing strategic and tactical norms for improving performance through advices from experts regarding timelines, resources, people, processes and technology;
  • Align processes in the Contact Center to the objectives and strategy of the organization;
  • Customer loyalty, human resources optimization and cost efficiency;
  • Selection and analysis of the infrastructure and specific technical solutions. Our experience includes developing requirements related to functionality, business case (including ROI), the short list of external vendors and RFP;
  • Outsourcing operational divisions for conventional Contact Centers;
  • Relocation processes for conventional or multi-channel Contact Centers. Analyzing and choosing the BPO provider. Our experience includes developing business requirements, business cases, ROI, outsourcing strategy, planning, implementation and testing;
  • Rethinking the essential processes in a Contact Center.

LEADERSHIP PLATFORM FOCUSED ON CUSTOMER CENTRICITY PRINCIPLES

Performance’s strategic analysis in multi-channel as well as conventional Contact Centers. Our experience also includes developing strategic and tactical norms for improving performance through...

Being the best means having the ability to deliver a positive experience for your customer.

To maintain among the leaders means finding a differentiator from the competition by adopting an approach based on customer experience.

The Leadership Platform is a practical guide, focused on the clients, that encourages cultural adjustment and offers the proper tools to boost customer and brand loyalty.

From performance and time management, leadership and motivation, project management practices and decisional tactics to coaching for employees that gained the “winner” status, this complex program offers you everything you need in order to always be a step ahead of the competitors and increase your profits.

We offer the perfect setting for redefining your business across all activity sectors, by applying this solid concept focused on Customer Centricity principles.

PROJECT MANAGEMENT

Our experts in project management identify the strategic objectives of our clients, then draw and develop integrated projects and complex development programs...

Our experts in project management identify the strategic objectives of our clients, then draw and develop integrated projects and complex development programs.

Due to our experience, we are able to set specific directions while taking into account operational risk, time, cost and quality, the proper leadership to provide the customer transparency and full control over the process, the passion and enthusiasm for constantly adding value.

We offer to our customers the level of trust and confidence they need by granting professional leadership from the beginning of the project. The list of deliverables includes the elaboration of the business cases, the processes and the organizational architecture, and also the acquisition, design, delivery and operation.

With every decision we take on behalf of our customers, we challenge the "status quo" and we contribute with a smart working pattern in order to find the most efficient and cost effective solution, ensuring a positive experience for the final.

BUSINESS COACHING FOR CONTACT CENTER

Business coaching is essential for the implementation of the organizational strategy, as well as for improving profitability and credibility...

Business coaching is essential for the implementation of the organizational strategy, as well as for improving profitability and credibility.

Our business consultants can help you acquire specific skills that will support you in enhancing your business, implementing new strategies, reaching your goals and harmonizing the development trends.

INTERIM MANAGEMENT

The interim manager has the ability to undertake strategic roles, ensuring the achievement of strategic objectives and delivering fast results...

The interim manager has the ability to undertake strategic roles, ensuring the achievement of strategic objectives and delivering fast results. These are highly experienced managers, mastering specialized skills, carrying the experience of numerous successfully implemented projects in their portfolios.

Customer Service Expert offers the companies access to talented interim managers, while providing useful advice regarding ways of collaboration and achievement of common business objectives.

Our focus on quality, responsiveness and integrity represent the cornerstone of everything we do. The solid procedures that we developed guarantee the full achievement of goals for each project we are involved in.

OPEN BUSINESS COURSES 2017-2018
Customer Service management education program

Educatia profesionala si cunostintele de ultima ora in domeniul Customer Service sunt o componenta importanta a succesului tau? Iti doresti sa investesti in educatia ta profesionala?

Customer Service Expert deruleaza o serie de cursuri ce au ca scop educarea profesionala a celor care isi desfasoara activitatea in Contact Center (Customer Service, Call Center, Service Center, Support Center, Debt Collection etc.). Te invitam sa alegi cursul sau programul potrivit obiectivului tau personal de dezvoltare profesionala.

Daca esti interesat de o cariera in management, sau iti doresti optimizarea abilitatilor manageriale, te asteptam sa te inscrii la programul de educatie manageriala dezvoltat de Customer Service Expert.

Programul se desfasoara pe o perioada de 1 an si ofera informatiile teoretice si practice necesare pentru desfasurarea activitatii de management operational, prin parcurgerea a 9 module educationale:

Participantii vor avea ocazia sa construiasca sub indrumarea consultantilor Customer Service Expert instrumentele de lucru manageriale pe care le vor folosi, apoi, in activitatea curenta. Concepute de o echipa de specialisti cu experienta indelungata in managementul operational de Customer Care, modulele educationale cuprind:

  • sesiunile de curs propriu-zise;
  • sesiunile de evaluare a punerii in practica a notiunilor teoretice;
  • feedback individual pentru instrumentele de lucru elaborate de participanti pe baza informatiilor teoretice primite in cadrul cursurilor
Ambele tipuri de cursuri se pot desfasura in spatii agreate de comun acord.
Metodologie:
  • Sesiuni de training prin metode experientiale.
  • Sunt prezentate si exersate instrumente si tehnici specifice de lucru ce vor fi aplicate in activitatea curenta sau viitoare.
  • Participantilor li se aloca o tema referitoare la transpunerea in realitatea personala de business a instrumentelor si tehnicilor de lucru.
  • Participantii vor sustine o prezentare a temei in fata unei comisii formata din 2 consultanti Customer Service Expert si managerul direct (daca este cazul).
  • Gradul de insusire a cunostintelor si aplicarea notiunilor teoretice in practica de catre fiecare participant va fi evaluat printr-un calificativ. Participantul va primi feedback individual si recomandari specifice.
Absolvire
  • Calificative: SUBSTANDARD, STANDARD, FOARTE BINE SI EXCELENT.
  • Calificativul de absolvire este minim STANDARD.
  • Participantii au posibilitatea sa repete prezentarea, folosindu-se de recomandarile si feedback-ul comisiei de evaluare.
Denumire curs Numar zile
de curs
Data curs Numar zile
de evaluare
Data evaluarii
Managementul performantei3 17, 18, 25 martie2 28-29 aprilie
Comunicare interpersonala si abilitati de prezentare2 7-8 aprilie2 12-13 mai
Feedback & Coaching2 5-6 Mai2 16-17 iunie
Ghid practic pentru gestionarea proiectelor in Customer Service 2 23-24 Iunie 4 1-2 Septembrie; 8-9 Decembrie
Customer experience - principii si management1 8 iulie1 5 august
Managementul vanzarii2 25-26 august2 22-23 septembrie
Motivare-Element fundamental in management2 8-9 septembrie2 6-7 octombrie
Rezolvarea problemelor si procesul decizional2 20-21 octombrie2 17-18 noiembrie
Leadership, dezvoltare personala si personal branding2 3-4 noiembrie. .

OPEN BUSINESS COURSES 2017-2018
Customer Service education program

Vei avea ocazia sa inveti despre domeniului complex de Customer Service in contextul actual al pietei din Europa. Pilonii ce sustin desfasurarea armonioasa a activitatii sunt: rolul, responsabilitatile, competentele si obiectivele specifice. Plecand de la acestia vei avea posibilitatea sa aprofundezi standardele fundamentale in comunicarea cu clientii prin metodologii experientiale, exersand prin jocuri de rol, ascultand si evaluand apeluri. Vei intelege, de asemenea, modalitatea prin care performanta individuala influenteaza obiectivele de echipa si strategia organizatiei in ansamblu.

Eficientizarea interactiunii cu clientul este un subiect intotdeauna de actualitate. Prin urmare, vei afla practic modalitatea prin care folosind abilitatile de comunicare poti obtine o interactiune eficienta, dar pastrand standardele de calitate.

Principiile si notiunile teoretice de Customer Experience vor fi prezentate si puse in practica. De asemenea, veti intelege in profunzime influenta performantei individuale asupra obiectivelor de Customer Experience.

CUSTOMER SERVICE
  • ABC –ul in Customer Service - Bazele comunicarii in relatia cu clientii
  • E.P.I.C. Customer Service - Fundamentul succesului in relatia cu clientii
  • Customer Experience - principii si abordare
COLECTARE DE CREANTE
  • ABC-ul comunicarii in colectarea de creante
  • E.P.I.C. in colectarea de creante
  • Customer Experience in colectarea de creante
TELESALES
  • ABC-ul in Telesales
  • Tehnici de vanzare avansate
COMUNICARE
  • Elemente de comunicare pozitiva
Metodologie:
  • Training prin metode experientiale
  • Sunt prezentate si exersate instrumente si metodologii specifice de lucru ce vor fi aplicate in activitatea curenta sau viitoare
Absolvire:
  • Calificative: SUBSTANDARD, STANDARD, FOARTE BINE SI EXCELENT.
  • Calificativul de absolvire este minim STANDARD.
  • Participantii sunt observati individual pe parcursul cursului si evaluati dupa abilitati specifice de Customer Service. Gradul de insusire al cunsotintelor teoretice si transpunerea in practica este evaluata prin exercitiu final.
  • Participantul are posibilitatea sa repete exercitiul folosindu-se de recomandarile trainerului.
Beneficii participant:
  • Elaborarea instrumentelor si metodologiilor de lucru specifice activitatii desfasurate. Acestea vor putea fi folosite in activitatea reala.
  • Insusirea cunostintelor teoretice necesare desfasurari unei activitati de management in Customer Service.
  • Transpunerea teoriei in realitatea practica de business.
CATEGORIE Denumire curs Numar zile
de curs
Data
ABC in Customer Service 2 17-18 martie
CUSTOMER SERVICE E.P.I.C. in Customer Service 2 24-25 martie
Customer Experience - principii 2 19-20 mai
ABC-ul comunicarii in colectarea de creante 2 7-8 aprilie
COLECTARE DE CREANTE E.P.I.C. in colectarea de creante 2 14-15 iulie
Customer Experience in colectarea de creante 2 15-16 septembrie
TELESALES ABC-ul in Telesales 2 14-15 aprilie
Tehnici de vanzare avansate 2 28-29 iulie
COMUNICARE Elemente de comunicare pozitiva 2 9-10 iunie

Our Trainers

Ileana Bunescu

Ileana is a powerful leader and coach with nearly 20 years experience in the management of customer relationships. She has an extended experience in people skills, remarkable abilities of people management, being, at the same time, systems and process oriented.

Business acumen is another area in which Ileana truly excels. She has the ability of turning things around and setting them on the right track, and by doing this, she adds real value to any project she undertakes.

Empathic and sensitive, she brings dedication and passion to individuals or teams.

Liliana Dobre

Liliana is a highly skilled manager and coach that always challenges individuals to find the best solution, making the difference when it comes to create the perfect environment for development - hard and soft skills.

She has designed and implemented the most successful learning programs for all categories of employees, from various fields, mainly due to her enthusiasm, creativity and intuitive skills.

Marcela Stoica

Marcela has a strong managerial background, with senior level experience and cross sector exposure. Has both a broad perspective and thorough insights in business and process management. A people developer, both at individual and team level. Mature, balanced and with positive energy, has a consistent track record of successfully initiating and implementing strategic & tactic initiatives.

Able to balance the helicopter view with the practical steps to be taken for achieving goals, by shifting gears from planning to execution. Translates vision into practice by inspiring people and by leading by example; has good interpersonal skills to engage, motivate and encourage others through change.

Nicusor Bobocea

Nicu is a business process expert. The complexity of the projects and the variety of fields he excels in are a living proof for that: he managed extensive and complex projects, from IT to business processes re-engineering (BPR) and to strategy development.

Add to these his teaching background both at college and university level. He coordinates, manages and helps individuals and teams to deliver their best on time and at high quality.

Oana Balteanu

“It’s not about the goal. It’s about growing to become the person that can accomplish that goal.”
- Tony Robbins

Thinking in terms of concrete things — like writing a book or starting a new business or inventing a new piece of technology — can be a futile effort that feels like a pipe dream, but thinking about how you can specifically start working toward those things provides you with a realistic plan for reaching your goals.

A visionary entrepreneur, with almost 20 years of management and coordination experience. A consultant, which focuses on customer experience skills and boosts up the potential of individuals and businesses. She brings value, she pushes the limits and helps people build their professional dreams.

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We support our clients to reach their goals by providing:

  • Marketing Communication Strategy
  • Branding
  • Web Design and Development
  • Creative Concept
  • Writing, Art Direction and Design
  • Pre-Production and Production
  • PR & Media
  • Social Media
  • Operational Marketing

Have a project in mind?

Lets talk

Have a project in mind?

Lets talk

A few words about us

PERFECT CIRCLES FOR SQUARE BUSINESS

With over 40 international brands in portfolio, M.I.G. has proved its expertise since 2004 in all marketing and Customer Care territories. Whether large surfaces of communication, spheres of organizational competence or niche points of interest, M.I.G. team provides all marketing and Customer Care tools for its clients.

  • Valuable specialist team from multiple areas of expertise
  • More than 100 conferences organized in key spheres
  • Founders of European BPO Forum Series in Vienna
  • Founders of Enlightening Leadership School
  • Founders of Romanian Contact Center Association
  • Founders of Romanian Contact Center Awards
  • Part of Stevie Award Jury for several years

Our clients

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Contact





Head office:

77, Popa Savu Street, district 1, 011432, Bucharest, Romania

Phone:

+4021 411 44 20

Email:

events@market-insiders.com

Social networks:

Head office:

77, Popa Savu Street, district 1, 011432, Bucharest, Romania

Phone:

+4021 411 44 20

Email:

contact@cse-expert.ro

Social networks:

Head office:

77, Popa Savu Street, district 1, 011432, Bucharest, Romania

Phone:

+4021 411 44 20

Email:

branding@market-insiders.com

Social networks:

Head office:

77, Popa Savu Street, district 1, 011432, Bucharest, Romania

Phone:

+4021 411 44 20

Email:

office@mysteryshoppingagency.ro

Social networks:

Head office:

77, Popa Savu Street, district 1, 011432, Bucharest, Romania

Phone:

+4021 411 44 20

Email:

office@mysteryshoppingagency.ro

Social networks: