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"A man is a success if he gets up in the morning and gets to bed at night, and in between he does what he wants to do" (Bob Dylan)

Consulting - Service culture in Media Services.

Transforming the front line culture in a Media Services client.

Our media services client strove to be the No. 1 choice in home entertainment for its customers. Customer service was a critical competitive differentiator. When customers were asked if they would promote our client to their friends and colleagues, too many of them had second thoughts.

FGC supported the transformation of service quality through a leadership development programme using inquiry into self and system. This approach surfaced new insights into how change might be leveraged by creating a more trusting and respectful relationship between teams and individuals. Critically this included a re-appraisal of the role of front line Customer Contact Agents and a significant shift in how they were managed. A combined enhancement in role and a more trusting and engaging management style significantly enhanced the contribution and the quality of front line interactions with customers.

At the wider system level new thinking on the role of performance management is shifting how performance is measured and how measures are used to stimulate learning and deeper inquiry into the changing needs of the client base.