From Raising Service Standards to Building A Service Culture
From Raising Service Standards to Building A Service Culture
Our client, a large transportation company, decided to embark on a 10-year service transformation journey. They began with raising customer service standards across all service touchpoints, to building a service innovation culture within the organization.
Championed by the CEO and starting with the most senior in the organization, the entire journey was led from the top and cascaded through every level. This journey involves and engages all staff in every function, both customer-facing and support departments within the organization.
This is a multi-phase journey, which has moved through the first 2 phases where:
The 1st phase focused on service levels standardization
The 2nd phase aimed to establish conviction on service excellence as a mission
The 1st phase focused on service levels standardization
The 2nd phase aimed to establish conviction on service excellence as a mission
Now into its 3rd phase, the emphasis is on both reliability and agility in service, as well as innovation as a way of life in tandem with the advent of the digital economy.
Multi-Year Service Transformation Journey
- partnered the client in a townhall session to reinforce key messages when launching this journey
- conducted a senior management workshops to communicate and align objectives on each phase for clear cascading through every level
- facilitated contextualized workshops for staff of every function to ensure follow-through with actions that are aligned to the service principles, philosophy or culture that the organization is driving
Impact
What began with a modest Compliment to Complaint Ratio , a ratio of 9 times more compliments versus complaints was achieved after 7 to 8 years.
Service reliability, measured by mean-distance between failures, way surpassed the industry average for a key service line.
Going beyond SOP compliance, there is now a palpable culture of how customers are to be served.