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In this traditional organisation within the food sector, our remit was to "Improve our impression in customers' minds". Carrying out a large number of short (often only two hours) sessions with groups ranging from the senior management team to the customer-facing telephone staff, each person began to understand how they might make small modifications to their behaviours that would yield measurable improvements.
In short, after lots of energetic debates, discussions and sharing of knowledge, all staff, at every level are demonstrably more effective with clients. Today the company is expanding at a faster rate than at any other time in its history.
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