Outstanding Customer Service
Casio Electronics Co Ltd wanted to ensure the level of service they provided to their customers and consumers remained at the highest level. To achieve this it was important that the three key service divisions all operated to the same high service standards and that internal service was given the same level of priority as the direct service provided to customers and end users.
Working closely with the Operations Director and Senior Operations Manager we created series of inter-department workshops focussed on customer service excellence throughout the total customer experience. The commitment of all the teams was first class with 100% attendance at all the sessions. The process ended with four group presentations to the directors and senior managers.
The results of our work could be directly measured though increased customer satisfaction, reduction on call waiting times and increases in revenues for the service department. The presentations also led to a number of additional internal projects that took service levels to an even higher level.
