1 / 6

Training Case Study

Training Case Study . Developing Excellence in Customer Service. Company Description. Globally recognized transportation and logistics service provider Represented globally in over 40 countries across the globe Network includes both self representing offices and agent network.

kenyon-valencia
Download Presentation

Training Case Study

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Training Case Study Developing Excellence in Customer Service

  2. Company Description • Globally recognized transportation and logistics service provider • Represented globally in over 40 countries across the globe • Network includes both self representing offices and agent network The company defines “customer” as both representative agents and cargo shippers

  3. Internal Survey Initiative • The company tasked itself with evaluating its operational integrity • Independently surveyed customers across the network • Survey resulting in determining another major area of concern – service levels • Process resulted in identifying the major area of concern as front line staff customer service • The operational complaints were the symptom rather than the root cause

  4. The Training Program • A training company was hired to perform a Training Needs Analysis (TNA) and make further recommendations • Initial Training Needs Analysis performed • skills assessment test • self assessment • focus groups • The TNA confirmed that the understanding and application of customer service skills differed across individuals and departments • The training company learned there was a fundamental disconnect internally within the organization • The expectation of customer service level • The definition of “customer”

  5. Implemented Training • A customized “tiered” customer service program • Introductory customer service skills • Advanced customer service skills • The training program was customized towards two key objectives: • Establishing and fostering excellence in customer service • Communicating excellence in customer service as one of the company’s strategic business objectives • Additional recommendation: • Management commitment must be visible • Communication guidelines must be created and encouraged • The service concept must be included in the “company culture” • Employee buy-in and support must be established

  6. Intangible Benefits Customer feedback included improved attitude of staff, enhanced service level and noticeably more proactive approach of frontline staff Participants actively involved in training during course time and made written commitment to gain greater knowledge of customer service in order to apply concepts towards improving service levels Management and team leaders reported improved efficiency levels, reduced number of customer complaints and time spend on problem resolution Measurable Benefits With the second tier or advanced customer service training program, management is looking to establish the following measurable criteria: Return on (Training) Investment Business Impact of Training Corporate Goal Fulfillment Measuring training effective in establish the cost/benefit analysis of the companies ongoing commitment to related training and measure improvements in customer service levels Process will include establishment of specific KPI’s as well as management, customer and employee surveys Key Outcome and Findings Following Introductory Customer Service Level Training

More Related