Toronto & the GTA · English & Chinese
Sales and customer service consulting in Toronto.
Help your team handle customer conversations with more clarity and consistency. Forthory Solutions supports Toronto and GTA businesses with sales processes, service standards, team coordination and practical training in English or Chinese.
Make a good customer experience repeatable.
A customer can receive a helpful first response and still be left uncertain about the quote, the next step or who to contact. When the process depends on one person’s memory, the experience can vary from one conversation to the next.
We work through those everyday interactions with you. The aim is to give your team clear expectations, useful guidance and a shared way to handle questions, explain services and follow through on commitments.
What we can help with
Practical support, with a defined scope.
Sales conversation and follow-up process
Define how to understand a customer’s needs, explain the service, clarify the quote and agree on the next step. Prepare practical conversation prompts and follow-up guidance that your team can adapt.
Customer service standards
Agree on response expectations, handover responsibilities and how questions or complaints should be escalated. Turn those decisions into concise checklists and guidance for daily use.
Team training and practice
Walk through relevant customer scenarios, discuss difficult questions and practise the agreed approach. The format, participants, language and training materials are defined around your team’s needs.
Customer experience and touchpoint review
Review the information and experience customers encounter, from the first inquiry to service delivery. Where relevant, include reception, signage and other physical touchpoints in the agreed review.
Working together
From the first conversation to useful work.
- 01
Review real working situations
Discuss where conversations stall, expectations become unclear or handovers break down. Select the interactions that would benefit most from a shared approach.
- 02
Develop the process and guidance
Set out responsibilities, customer communication and usable standards. Review the draft with the people who will apply it and adjust it to the way the business operates.
- 03
Practise and put it to work
Use example situations to explain the guidance and identify unclear steps. Agree on how the team will use the materials and who will maintain them as the business changes.
Illustrative example
Give the customer a clear handover after the quote.
For a home service business, a simple handover could record the agreed scope, any open questions, the customer’s contact person and the next update. A shared checklist helps sales and delivery staff work from the same information. This is an illustrative workflow, adapted to the business before use.
Scope & pricing
Know what the work includes.
Scope depends on the processes reviewed, team size, training format and materials required. We agree on the consulting work, sessions and deliverables before starting. Travel, production of physical materials and ongoing support are scoped separately where needed.
The initial 30-minute consultation is complimentary. Tell us your goals and current situation so we can identify a practical next step.
Discuss your project scopeCommon questions
Before we get started.
Is this only for businesses with a large sales team?
No. An owner and a small customer-facing team can also benefit from clearer conversations, responsibilities and follow-up. The work should fit the size of the team and the situations it encounters.
How is this different from CRM setup?
This service focuses on how people communicate, make decisions and deliver service. CRM work focuses on the customer records and supporting workflow. They can be coordinated, with each part clearly defined in the scope.
Can training be delivered in Chinese?
English or Chinese support can be included. We agree on the language, participants, session format and any bilingual materials before preparing the work.
Will the team have to use a fixed sales script?
The aim is useful guidance, not a line-by-line script for every conversation. Your team should understand what needs to be clarified while responding naturally to the customer’s situation.
Which customer conversation needs to work better?
Tell us about your business and what you would like to improve.
Start a conversation