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When it comes to customer service, we’re deluded. 80% of organisations believe they deliver excellent customer service, but only 8% of their customers agree.
This is a fact that leaders at Santander understood well and, with declining performance against multiple measures, propelled them to act to reverse the statistics. The key, they discovered, lay in getting frontline employees to take responsibility for how a customer feels.
Get an inside view of their transformative journey through the award-winning Customer FIRST programme, which has seen a tremendous turnaround of ‘Britain’s worst bank’ (The Guardian, February 2011) to scooping the Moneywise ‘Most Improved Customer Service’ award (June 2012).
In this 30 minute webinar you will discover:
-The principles on which the award-winning Santander Customer FIRST programme was built: the 5 employee drivers to customer devotion
-Focusing on customers pays more in the long-term than focusing solely on profit or product
-Identify what’s going wrong and how to get it right
Speaker: Sebastian Bailey, PhD, President, Mind Gym Inc.