A Customer Service Culture

Intl. Financial Services Company

Quick look

Torc supported this client’s desire to improve its customer service culture with a specially tailored management development programme titled Serving One’s Customer With Excellence

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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.