Leading telecommunications company, Germany – Creating a service wave

Our client is a telecommunications industry leader in the European Union. To them, one of the keys to ensure long term customer profitability is to deliver genuine service satisfaction resulting in better customer retention, increasing wallet share and customer referrals. In pursuit of their vision to become the most highly regarded service company, the company engaged TMI to launch a major service development initiative across their sales organization called Service Wave. The initiative aimed to embed the necessary attitudes and practices to create a service excellence experience for customers at all touch points, day in – day out.

What was delivered:

  • A main Sales Academy – Service Special kick-off event for over 82 regional and district sales managers to create momentum and ensure active engagement and management support
  • Six Regional Service Events for over 700 district sales managers and brand shop managers
  • 120 Service Power Days for over 6,600 sales staff and managers
  • A comprehensive performance measurement framework and recognition scheme for peak performers
  • Train To Win toolbox for internal facilitators to deliver 30-minute workshops daily to create on-going learning opportunities to enhance service excellence, showcase best practice and keep messages alive
  • Service Spectacles initiative to view the service of colleagues with the eyes of the customer

What has been achieved:

  • A complex evaluation scheme was implemented, including mystery shopping, computer assisted telephone interviews and customer satisfaction ratings
  • Substantial improvements were reported in terms of Net Promoter Scores – “Would you recommend this shop to other customers?” – as well as Internal Net Promoter Scores – “Would you recommend this workplace to other people?”