The reason of existence for any organization is to serve its Customers. Without Customers business would not exist. How do you make sure your Customers are served properly?
The challenge for many organizations is that front-line employees don't either understand their Customer-serving role, or they are not supported by the rest of the organization's behavior to make their work count.
Understanding and developing across the organization the proper behaviors will make the difference between you and your competition.
What Clients Say
Dan Copocean
General Manager
Kimball Electronics Romania
We had a problem with our standardized approach to Customer Satisfaction: who and how would define clear roles and responsibilities.
To solve the problem we engaged the main contributors in relation with KERO Customers in creative discussions, We conducted training sessions and workshops with teams directly involved with our Customers. We reviewed examples from our daily activity to understand what's good or bad, roles and responsibilities for each team member, and different scenarios and examples from our daily activity directly related to contact or communication with Customers.
The benefits for our organization has been: (1) Clear procedures and standardization, (2) cultivate better the organization, (3) changing Kimball Electronics Romania perception from Customers, and (4) recognizing CUSTOMER FIRST, we learned, by being in the “customer's shoes”, that we should do different things vs our competitors to let our Customers know they are in the best place to do business, and felt protected doing business with us. To recognize what Customers need, and to protect them doing what they deserve and transferring the comfort from KERO to CUSTOMER.
During the whole process, Eduard created a very good atmosphere to be in, and an environment where we had a feeling that THE CUSTOMER IS HERE!
What You Will Get
Align your organization to create a Superior Experience for your Customers.
1-day On-Site CX Training session.
To align each team on the whole company values and behaviors, so you consistently deliver the experience you want to create.
On-Site Follow-up sessions
Designed by the needs of different teams to create the specific Customer experience each team is directly involved in.