A leading UK bank needed to achieve a cultural change so its staff would be more customer focussed and supportive of the challenges faced by those dealing directly with customers.
David developed a vision of the customer focus required in order to meet corporate requirements. He did this by involving the team in identifying the customer touch points and agreeing how each member of the team should approach them. A framework of behaviours was agreed, training needs identified and provided for.
Customer feedback indicated a significant increase in customer service levels – even when the outcome was not as the customer expected (or desired). Staff were happier and more satisfied having been appropriately trained in the revised customer service approach.
CREATE Leaders Case Study 2
A company wanted to develop and embed a new culture to ensure the organisation was customer focussed and staff felt empowered to make changes.
By working both on an individual basis and with the leadership team, a framework of behaviours was devised and then communicated throughout the company. Working with the managers, the performance framework was developed to support the behavioural framework and each individual manager was assisted with coaching to recognise and commit to what they needed to do to embed the cultural change.
The programme helped the company increase their business and improve satisfaction among customers and staff.