Every success story starts with a vision
Attrans Management Solutions
Enabling Customer Delight
We had an opportunity to partner with a software company specializing in location technology.
The task was to increase customer centricity of the employees who interacted with customers directly or indirectly. Although the process & the client briefings were in place, the client was unable to reach the customer delight goal in their quarterly surveys.
Our solution – a blended approach to ensure attitudinal change rather than just an upskill program. We proposed and adopted a four-month blended learning journey with midterm reviews and individual feedback.
Results for the Organisation
Twenty-four confident and assertive customer centric professionals who demonstrated both ownership and accountability. Managers and participants were able to work as a team, speak assertively and therefore able to achieve and even exceed customer expectations. As a result of Attrans’ intervention, customer ratings rose above 4.5! A few individuals were promoted, while some were awarded the Value Star Certificate.
The Attrans touch
- Involved all stakeholders in the intervention
- Elicited drive and commitment from the leadership
- Flexibility and openness to design, redesign and add value at each step of the intervention.