Putting the customer first


Kerry and Kelly proudly showing off  The Book of Love containing thank you letters and compliments

A large independent operator knew that customer retention was key to the organisation’s growth and wanted to establish a culture of “putting the customer first”. But there was a gap between this aim and their actual working methods, behaviours and attitudes.

We put in place a series of enlightening customer-centric workshops which had a theme of “if this was your parents, what would you want to happen?” As a result of this coaching:

  • new working methods now means the customer service team engage much earlier with clients in the complaints process;
  • time spent in handling complaints has reduced significantly as have the initial compensation claims;
  • customer satisfaction levels have increased;
  • similar service-focused workshops are being rolled out to the rest of the organisation.

Get in Touch

Tangent Training International Ltd
Horse and Harrow House
OX10 6JB 

Tel: 01491 835650
Mob: 07802 478817
Email: simon@tangent-teams.com

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