Distinguished consumer products brand, India – Customers back in focus

Our client is one of the largest and most respected engineering and consumer products companies in India. While the company’s appliances business enjoyed good customer perception and was considered trustworthy, both consumers and staff perceived the brand as a bit slow-moving, inflexible, and not sufficiently customer focused. To change this, they launched a new focus on customer care – ‘Smart Care’. In addition to advertising to consumers, the client wanted to re-energize staff delivering the service, putting customers back in focus. They approached TMI India to help establish a competitive internal brand image with ‘service’ as a key differentiator; and bring about sustainable change within the Service department. Following a detailed diagnosis the following development areas were identified: alignment of goals within the department; lack of common values shared; and low level of internal services resulting in poor external service.
 
What was delivered:
  • Using the concept of ‘Balanced Scorecard’, a new alignment was established with management around key goals and objectives
  • Senior management workshops were facilitated to establish an agreed set of values and behaviors
  • Coaching kits were created and managers at all levels were trained in how to communicate, encourage and support, and act as coaches in their roles
  • Putting People First™ workshops were facilitated to help establish the right mindsets, approaches and processes in terms of internal service and inter-departmental cooperation to enable high quality external service
  • A new reward and recognition program was introduced, and a range of improvement projects were launched across the organization.
 
What has been achieved:
  • Improved clarity and alignment within the department on values, goals and expectations
  • Reignited the passion for service to customers
  • Major improvements in actual behaviors and customer service at the frontline
  • Our client continues to work with TMI on follow-up programs to this initiative.