Major international travel services company, Mexico – Focus on service delivery

Our client is one of the largest business travel service agencies in Mexico with over 600 employees, boasting the likes of Ford, IBM and Hewlett Packard among it’s clientele. In an initiative to improve internal communication and co operation, clear objectives were identified for both managers and staff to develop interpersonal skills. TMI Mexico was engaged in the process to design and implement customer service training programs. Distinct programs were designed and provided for management and customer-facing staff.
 
What was delivered:
  • ‘Putting People First™’, a classic TMI program designed to lift employee confidence and provide them with the skills to deliver superior customer service
  • ‘Personal Quality’, a TMI quality concept focusing on the human side of quality, developing ownership of ‘personal quality’ at the workplace
 
What has been achieved:
  • According to anecdotal evidence and customer feedback, customer satisfaction and internal co-operation improved significantly as a direct result of the initiative.