Over the last 2 months, we conducted an intervention for over 250 finance professionals across Gurgaon and Mumbai for a Global Bank. The division we worked with handled chat queries from across the globe from Customers of the Bank. The objective of the intervention was to raise the customer satisfaction scores by 5-7%. These scores are calculated based on a customer feedback survey sent to all customers, post each interaction. At the end of the intervention, the customer satisfaction scores had gone up by 11%.
The intervention was conducted over 3 weeks with 3 touch-points (both classroom and through a coaching & mentoring connect). Some of the elements covered during the program were assertive writing, developing a customer centric attitude & working with a solutions mind-set.