Case 3: Service level improvement

Situation

A leading provider of parcel services was experiencing increasing price pressure and competition from other transport solutions with less human interaction. One reported cause were the rare but recurring incidents in customer contact of couriers. More transparency in cause and  

Intervention

We conducted interviews, focus groups and observation of the day-to-day operations and designed a program for front line and mid-level people focusing on customer service and communication skills. After the training was delivered, specific steps were designed to keep a quality assurance system in place.  

Resolution

The program increased the transparency in the daily operations, raised quality of the customer service and lead to a closer cooperation and increased efficiency in working with suppliers.