Improve Customer Care by Boosting
Front-line Critical Thinking

More than half of companies surveyed now list critical thinking as one of their top two employee development needs. As a leader in customer care and experience, you feel the impact of this challenge every day. Reps who fail to solve problems and make confident decisions can collectively cost your organization millions of dollars every year.

Most of the digital natives now entering the workplace are extraordinarily comfortable using the software placed before them. But many are also prone to being overly-reliant on this menu-driven technology. As a result, some have a tendency to hide behind it when they should be making the decisions that can only come from reasoned judgment. You have to help these reps find the balance between digital solutions and decision-making that resolves customers’ issues in a more empathetic, personalized, and therefore effective manner.

Let Common Sense Enterprises show you what effective managers do to screen for confident thinkers and train them to think critically, even when we are experiencing a nationwide worker shortage. Front-line problem-solving is becoming one of the biggest challenges facing those leading customer care today. As the influences of social media, the expectation of instant access, and impatience for immediate outcomes become more prevalent, those in customer-facing positions will continue to have a tremendous effect on corporate reputations and the bottom line.

Create and maintain a critical thinking culture that results in faster customer resolution.
Reduce escalations tied to fear of making mistakes.
Codify learning from errors without resorting to polices that end in brittle decision-making.
Improve reps’ ability to anticipate and respond to unusual requests and problems.
Boost CSAT scores by empowering independent decision making.
Improve the accuracy of applicant screening to assess natural problem-solving skills.
Enhance reps’ ability to establish rapport with customers within seconds.

"Robert Wendover was excellent! I wish the presentation had continued through the newest generation but we ran out of time!"

CCRA Conference Attendee

"Meeting evaluations indicate that the five hundred and forty participants were very pleased with the quality and scope of continuing education they received."

Elissa Passiment

Executive Vice President

American Society for Clinical Laboratory Science

"The feedback that we received from your seminar attendees was very positive and everyone was delighted with your performance."

Anthony Trombetta

Education & Training Manager

ISSA-International Sanitary Supply Association, Inc.

"It was interesting, exciting and certainly informative! I had positive comments from the people attending all day long."

Pierrette E. Ray

Activities Director

Risk and Insurance Management Society, Inc.

“Bob spoke to our Young Executives and did a very nice job facilitating group discussion, interpreting body language, and feeling out the needs of the audience.”

Kim Fitzpatrick

Marketing Coordinator

Network Services Company

“Bob did an outstanding job at a generational workshop sponsored by the Laboratory Products Association. His information on the various workplace generations was on target and very insightful for our members.”

Clark Mulligan

President

Laboratory Products Association

"I know when a keynote speaker had the attention of the membership when I hear you quoted time after time during the remainder of the convention."

Donna R. Stollfuss

Executive Secretary

Rocky Mountain Association of Fairs

"There is no doubt that your presentation made a powerful impact on these highly qualified and motivated interns whose careers as potential future leaders are currently being molded."

Dorothy J. Anderson, PHD

Co-Chair Technical Career Field Steering Committee

US Department of Veterans Affairs

"Our convention attendees enjoyed learning about the differences between the four generations and how they as municipal leaders need to use communication techniques that work with each generational group."

Karen A. Lisky

Assistant Executive Director

Maryland Municipal League

"Your session received the highest rating of all the sessions at the conference. Your message made a tremendous impact on the attendees."

Rebecca (Becky) J. Dakin

Member Services & Education Manager

Association of Collegiate Conference Education Directors

“We needed to look at our Association from the outside and Bob gave us that ability. His approach of the generations was excellent. We laughed and learned all at the same time.”

Judy Garber

Executive Director

National Association of Oil Heating Service Managers

“Robert worked with our staff to develop a presentation that would the specific needs of our college. He was extremely easy to work with and I would highly recommend him to other institutions.”

Wendy Del Bello

Assistant to the President

Alvin Community College

Improve Customer Care by Boosting Front-line Critical Thinking

Improve Customer Care by Boosting
Front-line Critical Thinking