Creating a customer care culture

As part of a strategic review, this international IT services company identified the need to create one shared culture of service excellence and customer care across all its service delivery areas. 

Approach

Wilson Ainley worked closely with individuals at all levels within the organisation, and with their clients, to:

• Develop a customer care programme appropriate to their high-level service delivery environment

• Define and embed a robust set of customer care standards to provide all staff with a clear approach to consistently delivering excellent customer experiences

• Deliver bespoke workshops to build employees’ service excellence skills and behaviours 

• Provide support to managers during a transition period as they took over day-to-day responsibility for implementing and sustaining the customer care culture

• Establish a core set of customer care and service excellence metrics to drive business performance and improvement.

Success

Both the customer care culture and the organisation itself have gone from strength to strength since undertaking this programme.  The customer care metrics have become a critical part of the corporate KPIs and the company has won a prestigious UK award for delivering excellent customer service.