Case Studies - Increase Customer Loyalty
Private bank of a well-respected financial services firm enhances its service skills.
This client needed to upgrade the skills of their Customer Service Officers (CSOs) to professionally manage a wide variety of service needs.
BUSINESS NEED:
Position CSOs as strategic business partners on the client team, able to serve the needs of high-revenue clients and refer new needs they discovered to their Relationship Managers.
RIDGE SOLUTION:
Building on our Service Excellence Skills training, Ridge helped reinvent the service experience, both internally (where customer service team members were perceived as lower-level operations personnel) and with their highly profitable client base.
CLIENT RESULTS:
The results in the U.S. market were so positive that the bank adopted the customer service model and approach as a global best practice. Ridge has since implemented the solution through the bank's North American, South American, Asian, and European regions.
Copyright 2009 Ridge Associates, Inc. All Rights Reserved.