The brief
To bring about culture change in a major service organisation where,
over the last 10 years, customer-facing employees have been required
to work within a largely inflexible set of policy guidelines - allowing
more innovative competitors
to establish positive and friendly identities in the market place.
PeopleSolve's
action plan Implement customer and employee satisfaction
surveys; generate a company-wide understanding of current issues
and challenges; and determine the conditions in the work environment
that need to be modified if the new culture is to take root.
Inculcate a philosophy of customer-service excellence throughout
the organisation via a programme of "WOW! Factor" events
and briefings designed to empower individuals to adopt creative
and innovative approaches to solving customer-service issues within
policy constraints. Monitor customer and employee satisfaction
levels over time, developing action plans and creating focus groups
to own specific aspect of these …
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