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Helping a client transform customer experience at their product showrooms in Africa

The Task:

The Client’s vision is to be the most loved brand in the daily lives of African people. In line with the vision, the company wants to improve customer service experience at all touch points. Brand showrooms being one of the most crucial touch point for customer interaction, any customer experience at the showroom has to be a positive one. Centum Learning was to carry out an intervention to achieve those ends.

The Solution:

Centum Learning’s team of learning & development specialists collaborated with the client to launch the G.U.E.S.T programme to transform the customer experience at showrooms across Africa. “G.U.E.S.T” largely covers the deliverables against business KPIs as well as softer aspects of Customer experience in the Showrooms.
The practical implementation of this philosophy moved forward with a two day program imparted to 841 Customer Service Showroom Professionals Pan Africa.
The G.U.E.S.T journey began by identifying the baseline parameters required to evaluate the current showroom services vis-a-vis industry benchmarks. A standardized audit sheet was crafted with an inbuilt capability to measure all aspects of the GUEST experience in the showroom.
Once the base lining was done, an in-depth analysis was carried out to understand the gaps on the basis of which a customized training intervention was designed and deployed.

The Result:

The G.U.E.S.T training program aimed at bringing in a paradigm shift in attitude and transform the existing culture towards providing a Plus 1 Customer Service Experience.
The two day training & experiential intervention saw the participants being taken through the quintessential principles of the G.U.E.S.T philosophy. Practical guidelines were marked and practiced on how to provide the customer with an ideal experience at the showroom. The participants got enough opportunity to practice and imbibe this learning.
High energy levels, simulations, market realities, execution excellence translating into best practices marked the success of the training.

In order to ensure that the initiative is headed in the right direction and is having an impact on the actual customer experience; post training audits were scheduled to be conducted regularly and the Health Reports will be published periodically.

Article on “Rethinking distribution for a telecom client in Africa” & “Redefine the customer service experience for a large telecom player in the African market. Help realize the vision of being the most loved brand in Africa by 2015” Covered in Telecom Domain.


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