Maintaining global standards for etiquette when dealing with customers.
Business Challenge
The Korean HQ set universal standards to enable its personnel to provide a common message and approach to customers so enabling a consistent image to be developed. The company required establishing if its policies on customer interaction were being followed.
Solution
An index monitoring solution was introduced to measure the response of all subsidiary offices worldwide based on responses to a number of customer enquiries. This programme was based on telephone interviews to switchboards and two function heads for each subsidiary.
Results
Performance benchmarks have enabled consistent standards of staff performance to be established worldwide. Country Managers are now rewarded based on standards of customer etiquette achieved.
