This is a market-leading finance organisation, with outstanding differentiators in a highly competitive industry. Always looking to improve, the objective was to build on the successes to date, to further influence ‘hearts and minds’ to create a cultural shift in perception of excellence in service.
We were commissioned to run an in-depth, company-wide programme with focus on enhancing customer service through:
- Helping individuals to gain a deeper understanding of what makes themselves and others tick, in terms of personalities, motivation and style.
- Enhancing the leadership team’s understanding of ‘soft skills’ and how these impact on employee engagement, leading to outstanding customer care.
- Use of diagnostics and techniques, including DiSC Personality Profiling, feedback and flexing communication styles.