OBECTIVE

To improve the customer interaction process while creating customer delight in the same process for a consumer durable giant

DESIRED SOLUTION

To regain customer confidence by service capability enhancement thereby reducing frequent customer complaints owing to a lack of defined service process compliance

Centum 5D Approach

Centum started the journey with their Patented 5D Model involving:
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DEEP DIVE

Need Diagnostic Study

  • Mapped the source and activities reflecting the unsatisfactory customer compliance through thorough analysis
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DIAGNOSTIC

The findings identified are broadly categorized as under:

  • Service Process Compliance
  • Service Capability
  • Customer Experience
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DESIGN

  • A ‘service capability academy’ was set-up to deliver structured training modules on the basics of key processes and process compliance requirement
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DELIVER

Training Plan and Execution

  • Two Service Standard levels- Level 1- ‘STAR’ and Level 2 ‘MAGIC’ and training modules were delivered based on these levels
  • STAR- Smartly Dressed- Tidy Appearance- Approachable for Interaction- Ready for Work
  • MAGIC- Meet and Greet- Acknowledge and Confirm- Get to work- Involve the customer- Close with a smile
  • ‘On-the job coaching’ technique was adopted to deliver the training modules in real time environment
  • Structured assessment tools were used to assess the impact of the intervention
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DRIVE OUTPUT

  • 21 % improvement was reported in Service Quality Standards through the training intervention
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