Customer Service Consulting · St. Louis, MO
Customer service isn't a performance. It's a problem you solve.
I'm Amanda Parker. After 20 years in customer service, I train service and BDC teams on The Fix Method — a four-stage process that replaces scripted empathy with real resolution.
The problem
Walk into almost any support training and you'll hear the same instruction: sound sorry, sound like you care, say "I completely understand your frustration." It's empathy as performance — customers can tell the difference between a phrase and the truth.
Nobody calls support to feel validated. They call because something is broken and they need it fixed. When the person on the other end proves they understood the problem, the customer already feels heard. No script required.
The Fix Method — four stages
Hear the whole problem before you respond. A full account often turns up a second issue they didn't lead with.
Repeat the problem back before doing anything else. Often reveals a system error on our end, or a solution before you've even started troubleshooting.
Solve it, or name the next step and a real deadline. No apology loop, no policy read aloud as a stand-in for action.
Confirm the fix actually held. The step almost every company skips — and exactly what satisfaction scores measure.
A parallel from the shop floor
Concern → Cause → Correction
Every repair order already runs on this logic. The read-back is where a stated Concern turns into a diagnosed Correction — a technician who wrote "customer said it's making a noise" and stopped there gets sent back. Customer service teams skip that step every day and call it good enough.
What the audit covers
- →Real interactions, not hypotheticals. I sit in on a sample of your actual calls, chats, or service write-ups and score them against the four stages.
- →Whether agents are set up to succeed. The audit also checks the harder question: do your agents actually have the tools, access, and training to handle what they're expected to — or are they being asked to fix problems they were never equipped for?
- →A written scorecard. A plain scoring sheet showing exactly where the process leaks, stage by stage.
- →A path forward. If it makes sense to keep working together, I train your team directly on the method — no long contract required to start.
About
Amanda Parker has spent 20 years in customer service — on the phones, on the floor, and leading teams — including as a licensed Property & Casualty insurance producer, where she also worked customer service. Built on one idea: customers don't want to feel understood — they want the issue fixed, and they want to feel like the money they spent with you was worth it. Based in St. Louis, Amanda now works with CS and BDC teams across industries — from dealership service departments to insurance agencies — to replace scripted empathy with a process that's trainable, measurable, and provable.