Operations Director initiates change programme for staff
Background:
One of the UK's leading Claims Management and Uninsured Loss Recovery providers recognised that the customer service department was not delivering the desired outcomes.
Our approach:
Following a review process which took into account and understood the corporate and individual needs of the organisation, a customised group training programme was developed to meet their specific key objective of "The Customer Service Experience is the best that we can give".
The course format was a two day programme for each participant. It focused on the current and future customer service experience, identified common factors in customer service standards, and the benefits to the organisation, teams and individuals in achieving the overall objective. From this a trackable implementable action plan was developed. The programme included regular feedback meetings with the sponsor to update them on the specific measurable identified outcomes.
Outcomes and benefits:
- Buy in from all the participants on the programme to achieve Customer Service Excellence
- All identified actions were completed within the agreed timescale
- New and enhanced processes were developed to overcome the relevant challenges and constraints
- Management took positive steps to support and champion the programme
- Personal, professional, departmental and organisational identified benefits were achieved
- Positive feedback was received from all participants about the impact of the programme on themselves and the business
- New business practices were embedded
- More meaningful internal and external relationships were developed, improved and maintained
