Oxley Enterprises^® provides expert consulting services that assist organizations in building and maintaining customer and stakeholder relationships.

Customer Relationship Management

Building a relationship and keeping current customers happy is the key to a successful business. Identifying and fulfilling customer requirements is only the beginning. The hard work for an organization is in sustaining valuable relationships with customers so they will become life-long clients.

Oxley Enterprises^® assists organizations in building and maintaining customer relationships by demonstrating proven techniques and best practices that are crucial for every business. In order to successfully increase and maintain the customer base, it is imperative that organizations understand their customers. Our consultants conduct extensive research on the current customer base and classify customers into exclusive groups with common demographics, which enable organizations to target their marketing efforts more effectively. We schedule meetings with customers to collect their requirements, facilitate the drafting of an agreement which incorporates the customer requirements (such as a Service Level Agreement), and monitor customer satisfaction through surveys and focus groups.

Service Level Management

Oxley Enterprises^® assists organizations in the process of planning, coordinating, drafting, agreeing, monitoring, and reporting service commitments with customers using Information Technology Infrastructure Library (ITIL) Management Service best practices. In addition, our Service Level Management solutions support organizations in implementing a continuous improvement framework that allows for the ongoing review of service achievements to ensure that the required and cost-justifiable service quality is maintained and improved.

We expertly help to design and implement the following SLM contracts based on the Information Technology Infrastructure Library (ITIL) best practices:

• Service Level Agreements (SLA) – contract drafted for external customers
• Operating Level Agreements (OLA) – contract drafted internally which enables the organization to provide services to external customers
• Underpinning Contracts (UC) – contract drafted with external company to provide services to external customers

Customer Service and Consultative Skills Training

Using Active Participant Learning™ (APL) – our time-tested methodology that is action-based, learner-led, and experience relevant – the trainers at Oxley Enterprises^® provide customer service workshops which focus on creating a customer culture to meet customer requirements using best practices in customer service. Attendees learn effective customer service skills that demonstrate how to identify customers and customer requirements, deal with difficult customers, meet customer expectations, give outstanding telephone customer service demonstrate consultative skills, identify customer root problems, and conduct root problem analysis.