The Client:
A FTSE 50 service company
The Issue:
Customer satisfaction was not improving at the ambitious and world-leading rate required by the Board.
The Requirement:
To engender a cultural change to put customer service at the heart of the entire organisation
The Solution:
Gravitas discussed the shift in attitudes and behaviours needed to achieve a step change in the organisation’s dealings with its customers.
The company had invested in processes, systems and research to support the change but recognised that to effect the cultural shift required an extra dimension would be needed.
We designed a series of Team Accelerators to generate innovative projects focused on improving customer satisfaction.
Working with the client’s own delivery teams we aided the design and delivery of leadership behavioural development for people who were stepping up to key roles in the new approach.
We designed and delivered workshops which released the knowledge and passion of the staff in delivering excellent management of service issues and better market opportunity development.
We helped the client create the strategy for the practical involvement of senior leaders to become champions and coaches to support volunteer teams in driving their projects through to a successful conclusion.
The Outcome:
The result was an improvement in customer satisfaction and in employee morale. Staff at all levels were involved in positive change and their voices were being heard.
The programme continues today.