Share

Logistics Leaders learn to Shine!

TMI enable 1300+ customer-facing staff to deliver exceptional customer service, resulting in increased customer satisfaction and enhanced employee engagement.

Our client, a global market leader in international express logistics services, is committed to delivering a customer-centric service that is in full alignment with the company’s brand.

The ‘Shine’ initiative aimed to create an internal environment that empowers, inspires and enables all customer-facing staff to deliver exceptional customer service. TMI was asked to help shape a customer-centric culture in the organisation, with a goal of achieving increased customer satisfaction along with enhanced employee engagement.

TMI’s solution involved:

  • Leadership workshops to help establish vital implementation support at every level.
  • Formation of a cross-functional project team of ‘change champions’ to drive and reinforce the initiative.
  • Shine workshops, based on TMI’s award-winning Putting People First™ concept, for 1300+ staff to address customer orientation and align internal behaviours to brand values
  • Branded Customer Service™ learning workshops for customer-facing staff to align customer service experience to the brand promise
  • Implementation of change initiatives to improve organisational practices
  • Intensive internal communication and a recognition scheme

As a direct result of the Shine initiative and TMI’s intervention, the organisation realised a 5%+ increase in employee engagement scores, won a prestigious award for being ‘Most Customer Responsive Company in India’ and also received internal recognition with the global company for Shine as one of the best HR initiatives ever delivered.

Back to the top