Customer happiness mindset
Geographical
Coverage
Dubai
Employees
Impacted
475 Customer Service employees
Situation
- Demotivated customer service employees low on the skill and lacking the motivation to serve. They tried many approaches with no success.
- The Organization wanted a practical and different approach to a workshop on service excellence to avoid being repetitive and make an impact. They wanted to focus on ‘WIFM’ as a main tool to inspire the participants to be committed to the role.
- Link the workshop to practical actions they will take at work and review with their peers to learn from each other.
Key
Touch Points
Talent Pool
Involved
- Total of 150-man days of workshops on Service Excellence for:
- Service Agents
- Call Centre Agents
- Service Supervisors
Project
Scope
Impact
Customer satisfaction scores achieved to move the organization up to second place in government rankings.
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