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Client Case Study Industry: Service Business Area: Customer Feedback

Background and Problem Whilst the client had an existing complaints procedure, its usage had all but disappeared. The current procedure for dealing with a customer complaint is that, where possible, the member of staff dealing with the scheme/policy will handle the complaint. Whilst this encourages ownership and can help build the relationship between customer and staff member, there are fundamental problems with the procedure which impact its effectiveness and therefore success. Actions Taken Having successfully delivered a number of other courses for the client, we were asked to develop and deliver a new Customer Feedback Procedure Workshop to all 450 members of staff. The client provided the courseware for the new procedure itself, and we developed the course, making full use of the opportunity to increase soft skills requirements for managing customer feedback. The timescale for developing the course, and rolling out the training was extremely tight. From the initial meeting we had just 6 weeks to develop and plan the course, which consisted of 25 one-day courses with 6 delegates per course, and the entire course had to be completed within 2 months. The Result The course outline and initial proposal were with the client less than a week from the first briefing. All the necessary deadlines were met successfully and 90% of all the employees are currently implementing the new procedure.

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