Our journey began with a company meeting to discuss where each employee felt we needed improvement in our service procedures.
We have implemented multiple changes to our client interaction protocols. Technicians now begin and end each communication by addressing clients by name and introduce themselves with a brief personal statement. These changes have significantly increased client engagement and satisfaction, making interactions not just transactions but opportunities to build lasting relationships.
We conducted empathy training for all technical staff that has helped to foster a more respectful and client-centered service culture. Our customer satisfaction scores have increased by an average of 18%, and our employees are asking for more training and responsibilities. The certification process has instilled a sense of pride and ownership in our team that has boosted morale and dedication.
We are dedicated to continuous improvement in customer experience. It has fundamentally shifted our internal culture towards greater empathy and teamwork. We are excited to continue this journey, always striving to exceed the expectations of those we serve.
