Allianz: Boost employee customer focus
The company would like support in developing the customer focus of its employees
Objectif :
The aim is to develop the customer orientation of our employees beyond the relational postures defined up to now.
- Transforming the Mindset to help teams think about customers automatically
- Extend the approach to all teams (FO, BO and SIEGE)
- Make this change in mindset the trigger for daily practices geared towards customer satisfaction and loyalty
- Help make this change in attitude the lever for sustainable collective energy, the breeding ground for a more vibrant customer culture.
Mission :
Work in depth on automatisms and values rather than on reflexive and forced practices: customer-oriented practices will flow naturally from the automatisms we have created.
- ‘Turn on the customer light’ for all managers and front and back office staff
- Anchor customer orientation in the practices of managers and employees over the long term
Résultats :
- 5-week COS IN MIND course for 150 managers (with a Customer Fresco workshop at the start of the course) and around 1,500 employees
- Training of 30 in-house ambassadors to monitor the project and the courses.
- Individual customer orientation results for each participant at the start and end of the programme.
- Individual commitments made by participants during the course
- A toolbox for managers to help them foster Customer Culture in their teams on a daily basis
- A customer-focused manager’s handbook containing the best managerial practices in Customer Culture