The brief

A large global IT company wanted an innovative, fun way to focus its UK service and support organisation on customer experience, as part of an ongoing drive to improve customer satisfaction.

Our client wanted to:

	Remind Head Office service and support teams what it’s like to be a customer.
	Lift employees out of thinking about technical solutions and customer service processes and think from the customers point of view.
	Improve customer management skills for frontline staff.
	Drive up customer satisfaction.

The delivery

Customer Focus Week was a combination of several activities attended on a voluntary basis by several hundred employees from service and support teams. The week included:

	The Holodeck (Cup of Tea) – to help participants to really feel some of the pain and frustration that customers can go through (see product catalogue).
	It’s NOT magic! – to encourage innovative thinking and show that it is possible to create high impact memorable customer experiences whatever role you play in the organisation (see product catalogue).
	“NOT the Ritz Carlton” – employees experienced some amazing service at their desks throughout the day, with a subtle twist right at the end that left a lot of people saying “oh, I get it”!!! (see product catalogue)
	Call coaching – individual employees were able to sign up to have an independent expert listen to their call management style and offer advice and coaching on improvement.
	Meet the customer – a series of customer visits were arranged to bring employees face to face with real customers.

There were a variety of other smaller events and seminars that completed this week of voluntary activity.

The results

Several hundred people attended the events during the week and feedback was overwhelmingly positive. The company used this as part of their ongoing focus on customer satisfaction, and that focus led to a sustained rise in satisfaction scores over the next two years (though we don’t claim total credit for that!!!).