Organization An International Energy Company
Project Theme Service Image and Customer Satisfaction
Target Audience Over 1,000 Field Engineers, CSO and Managers
Project Duration 24 Months

An international energy company had been committed to providing quality service to the customers in recent years. In this connection, LRT Consulting was commissioned to design and implement a series of training and performance improvement solutions aimed to enable all technical and retail staff members and managers to adopt a common approach and acquire more professional skills in interacting with customers. The whole improvement project went through five critical stages, namely,

  • Phase I:¬†Diagnosis of performance gaps
  • Phase II:¬†Design of interventions
  • Phase III: Implementation of solutions
  • Phase IV: Getting results
  • Phase V:¬†Evaluation of impact

As a result, obvious improvement in customer satisfaction was reported. The company won a series of Service Excellence Awards after the improvement project.