Case Studies
The Case Study below outlines a Customer Service solution we devised for FEXCO MT.
FEXCO MT
FEXCO Money Transfer Ltd, in the face of increased competition, recognised the need to deliver a world-class customer service to its agent network and end consumers.
JHJ Training & Consultancy were asked to formulate and deliver a half day Customer Service course to be delivered to all 200 FEXCO MT staff, who were based in London and in 2 Call Centres in Southern Ireland.
Course Format
Customer Service covers all of the elements illustrated in the diagram below:
To cover all the main topics outlined above would take 1 full day of training. Given the constraints on the business operation of removing staff from their work place for such a long period of time and the need for all staff to attend, FEXCO MT decided to focus on 3 key elements, to address the following objectives:
Module 1 - Customer Service
- Define what constitutes "good" Customer Service in your business.
- Define who your customer is, both internal and external customers.
- Describe the customer service standards which are in place and what could be introduced?
- Explain the relevance of providing good customer service, providing competitive edge, cost of lost business, allowing for introduction of more products etc.
Module 2 - Personal Impact
- The importance of first impressions, what standards could be introduced to assist?
- How to project a positive image of the company and your department.
- Demonstrate appropriate positive words, tone and body language.
- How to establish rapport.
Module 3 - Customer Focus
- Demonstrate appropriate questioning techniques and active listening skills to illicit customer needs.
- How to put the needs of the customer first.
- How to make the customer feel valued.
Training was highly practical, interactive and conducted in small groups of up to 10 participants. Every participant left with an Action Plan of how they were going to make improvements to their specific areas of responsibility and these Action Plans were to be shared within the business to the benefit of the company as a whole.
The course evaluated in a highly positive manner and has now become integrated into the Company's Induction Process.
Tom Prosser, FEXCO Chief Operations Officer said, "The course has been an excellent stepping stone for the company to move towards a more customer focused organisation. JHJ Training & Consultancy were great in being able to pinpoint our requirements and deliver a relevant and bespoke training programme that was relevant to our daily operation. The feedback about the course from staff was very positive and it has significantly raised the importance of customer service within our daily work. We have been able to use the positivity from the training to drive forward a recognition and reward program to ensure we realise the benefits of the training over the months and years to come".
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