Case study:
Customer excellence and collaborative working
Customer excellence and collaborative working
Client: Inksters law firm
Inksters wanted to ensure that they provided their clients with a uniformly high standard of customer service.
I worked with Inksters on two occasions:
- Helping staff assess Inksters' client experience
I designed and facilitated a workshop that helped the Inksters team to take stock of their customer service and identify areas for improvement to stay at the forefront of customer service excellence.
- Building a shared understanding of customer service excellence and team building:
Following rapid expansion of Inksters, there was a need to build a shared understanding of excellent customer service and for team building. I gathered perspectives from team members via individual conversations, and designed and facilitated an Away Day that helped the team to get to know each other better and to gel around a common vision of excellent customer experience. This resulted in team members committing to collective and individual action plans.
“
The feedback from staff on Catherine’s session was extremely positive. We collectively identified a number of areas we can improve upon and drew up collective and individual action plans during the workshop – we are now putting in place steps to achieve those improvements for the benefit of our clients.”
Brian Inkster, CEO Inksters
Feedback from attendees of the Customer Experience Excellence workshop:
“The workshop made you think about refreshing everything! I look at everything differently although I am 100% customer focused.”
“It made me think about the client’s perspective and how things look from the other side.”
“It helped me focus on what we do well and what could be improved collectively.”
“Everyone was motivated and a doable collective action plan to work towards was created.”