TORC

The Challenge

With the arrival of a large international partner taking a sizeable stake in existing operations and plans being prepared to ramp up expansion internationally across Europe, this client company, anticipating a commensurate demand for improving customer service at all levels, asked Torc Consulting Group to design an appropriate management development programme to assist in the development of a customer-centric culture.

Torc Response

Discussions with the internal Training Dept. culminated in the design of a 4-day programme of workshops together with a 1-day follow-up coaching clinic, covering the following dimensions & modules:

• Personal Self-Management (2-day duration)
  Self-Awareness & Self-Management
  Understanding the Customer Psychology
  Assertiveness & Self Actualisation
• Customer Management Effectiveness (2-day duration):
  Employing Emotional Intelligence
  Listening & Empathy
  Creative Thinking & Decision-Making

• Coaching Clinic (1-day duration):
  Follow-up on Personal Implementation Plans

The programme was delivered in three tranches to groups of 24.

The Result

The coaching clinics which were scheduled 8 to 12 weeks after the programme ended provided the opportunity to appraise results on a one-to-one basis. These indicated a real and dominant appreciation of the customer in their day to day activities – and a universal enthusiasm to improve their associated customer service metrics.