HERE IS WHAT I DO
Customer Service Consulting
I help businesses gain and retain customers by improving or creating their service policies and actions to develop or enhance service culture to deliver the experience their customers and clients deserve and will appreciate.
Training and Development
I help develop high-performing, valuable employees to perform their duties to their full potential and optimise customer experiences. I offer training and personal development to organisations and individuals to deliver consistently good customer service. Customer service and personal development are lifelong partners and essential to ensure customer-facing and other professionals provide exceptional customer experiences. Training can consist of one or a combination of our basic training programmes or customised based on the organisation’s needs.
Additionally, you choose whether you prefer a full-day, a half-day or several days of training based on your training needs. I am here to guide you.
Performance Observations
I offer two types of performance observations that you can choose from.
Firstly, I conduct performance observations on your team to evaluate their customer service skills and determine areas that need improvement or enhancement.
Secondly, I observe your business to identify opportunities for creating exceptional guest experiences that can turn your guests into lifelong clients and customers.
I aim to help you improve your team’s performance and increase customer satisfaction by providing actionable insights and recommendations.
Team-Building
I offer various team-building activities and programs designed to improve communication, collaboration, and teamwork among employees. I tailor the team-building services to meet the specific needs of each organisation, and I work closely with our clients to create customised programs that are engaging, fun, and effective. Whether it’s a team-building workshop, a corporate retreat, or an outdoor adventure, the team-building activities are designed to promote trust, communication, and teamwork and to help employees develop new skills and insights that they can bring back to the workplace.
Coaching
Corporate
I provide one-on-one or team coaching to staff to equip them to carry out their duties to their full potential, optimise exceptional customer experiences, and meet the organisation’s objectives. Additionally, Supervisory Coaching is available for those in supervisory roles and those transitioning from entry-level to medium-level or supervisory positions who need extra guidance and tools to achieve objectives and become productive and effective in their roles.
Individual – Living in Purpose Coaching Programme
pricing
Our pricing is varied and is determined based on the complexity of the project and the time required to develop and deliver the program.
For our basic training programs, fees are charged per group and depend on the selected topic(s). Please note that charges for on-site training do not include facilities or catering services. However, sometimes the fees include the facilitator’s travel expenses. If you are interested, please contact us with your location to get more information about the pricing.
For keynote and meeting facilitation, we charge fees based on the event, and for consulting projects, our prices depend on the project stage. Also, please be aware that charges for training do not include facilities or catering services.
Our half-day programs run for three hours, from 9 am to 12 pm, while our full-day courses run for seven hours, from 9 am to 4 pm. We will work with you to determine the exact timing of your program based on your schedule. Our workday is from 8 am to 5 pm. We rarely entertain requests for time extensions because we do not want to overwhelm the participants.
Please note that if you plan to train a group in the morning and another in the afternoon session on the same topic, we charge you the full-day rate for the total number of attendees.
We also provide training that suits your budget and can customise our programs based on your organisation’s needs.
For corporate coaching, our prices are determined based on the overall length of the coaching program (the number of weeks or months) and whether the coaching is administered virtually or in person.
ABOUT ME
Hi, I am Monica S. Creque, MSC Consultancy’s Founder and CEO. I founded MSC Consultancy to ensure customers in the Virgin Islands and beyond receive exceptional customer service and experiences every day.
Throughout my travels in the Virgin Islands and sometimes abroad, I noticed inconsistencies regarding my customer service experiences; an excellent one leaves me longing to encounter that same experience repeatedly. However, these encounters are few and in-between. Based on this and my passion for customer service, MSC Consultancy was born to form relationships with businesses and the public sector to forge the way forward in mapping out customer service strategies to facilitate exceptional customer experiences.
I held various positions within the tourism and financial services industries and public sector, including Assistant Manager of villas and a restaurant. My priority then and now is to provide excellent service and maintain a high level of productivity.
In addition to my extensive training in customer service, gained from positions held during my career and from obtaining various certificates and a diploma in the field, I am a Customer Service Strategist, Certified Customer Service Trainer and Certified Life Breakthrough Coach (practising as a Goal Success Coach). My mission is to help businesses, organisations, and the public sector provide excellent customer service by establishing customer service strategies and developing their staff through training and coaching.
“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” Walt Disney
where to start
If you are ready to transform or enhance your service culture and create a customer service team for a competitive advantage to increase market share, please contact me to discuss hiring MSC Consultancy as your training partner.