Case study 2

An attitude and behavioural change programme to meet new customer service values and targets

The need
The annual Customer Service Survey revealed a significant adverse shift in the attitudes of several key customer’ which, when combined with feedback from the sales team, confirmed a gap between the sales and marketing promise and the customers’ actual experience of the service delivery.

The solution:
A European wide programme to restore and promote service excellence which involved us in:

• Employee and customer research
  
• Setting new customer service values
  
• Determining and implementing the appropriate attitude and behaviours.
  
• Designing a training and education programmes and delivering it to all internal and customer-facing people across Europe.
  

The business improvements:
The client saw a significant increase in network systems sales and its Annual Customer Service ratings significantly improved. Also the direct feedback from customer and employees focus groups was extremely positive.

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