Driving quality of customer engagement
Organization: One of the reputed organisations engaged in offering cyber security to over 600 customers worldwide. Their commitment to security is why they are trusted by the most security-conscious industries, including 18 of the largest asset managers, 12 of the top insurers, and 8 of the top financial technology companies.
Engagement purpose: To enhance the ‘quality of customer service’, as part of an overall goal, to achieve ‘excellent customer experience’.
Method: well-knit engagement with conceptual input sessions, one-on-one coaching sessions, with real time on-site support.
Start point of the engagement: Based on pre-assessment the score on the parameters identified for the quality of customer service was 3/5.
Key components of our engagement: On-site support, the exercises, and the one-on-one sessions revealed a number of issues that need to be addressed. An analysis was made to give a reasonably consistent measure to quantifying customer relationship and customer centricity. The results of analysis were used in the feedback to the participants in the concept session, followed by correction as required in the one-on-one session, and further monitored in the on-site support during the real time conversations with the customer. This iterative process was continued throughout the programme.
Accomplishment: Post intervention assessment score on the parameters identified for the quality of customer service was 4.2/5.