AXA Client Service Excellence Program
OBJECTIVE
To help develop the service team into a high performing unit that becomes an engine of growth for the organization. Particular focus on Service excellence and communication.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around healthcare patient service.
Diagnose: Alignment Briefings, Interviews, Double Visits and Online-Surveys
Transform: A high impact 3-day workshop that covered:
• Customer Discovery • Rapport Building
• Objection Handling
• Service Recovery
• Customer Experience Excellence
• Maintaining Relationships
Sustain: Using individual Development Plans, the participants were given an opportunity to speak about their plans with our Performance Development Specialists. These tele-mentoring calls were 30 minutes long and were organized twice in a span of 1-2 months. Dashboard reports were shared with the project owners to demonstrate the level of engagement, understanding and participation.
Timeline: 1-month program in 2019.
Program Language: English & Arabic.
Bourn Hall Clinic Patient Care Program
OBJECTIVE
The strategic objective is to upskill the nurses in order for them to increase their ability to follow-up and become more proactive in their function and patient interactions. Ultimately the nurses need to display and show more initiative in order to have more successful patient turnover.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around Patient communication and service.
Diagnose: Alignment Briefings, Interviews, Job Shadowing and Online-Surveys
Transform: Series of 3 high impact workshop that covered:
• Discovering inner strength
• Unleashing new sources of energy to handle a heavy workload
• Making an impact by adopting a winning attitude
• Enriching the lives of others that matter to you
• Creating greater openness, trust and mutual respect
• Enhancing each-other's strengths, creating better co-operation
• Increasing a sense of togetherness, initiative and responsibility • Becoming a stronger team that can meet increasing demands
Sustain: Using individual Development Plans, the participants were given an opportunity to speak about their plans with our Performance Development Specialists. These tele-mentoring calls were 30 minutes long and were organized twice in a span of 1-2 months. Dashboard reports were shared with the project owners to demonstrate the level of engagement, understanding and participation.
Timeline: 3-month program in 2019.
Program Language: English.
Medcare Group Service Culture Shift Program
OBJECTIVE
To help transform the culture at the organization from a KPI driven focus to a Service & Key Result Area focused one. Particular focus on the themes of Communication. Service and Motivation.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around healthcare sales and service.
Diagnose: We reviewed the current situation of the Line Managers who scored lower on the employee's engagement survey and devised a 3-months program for improving their involvement/association at Medcare to help drive the culture change forward.
Transform:
• We adopted a modular approach for this program with 3 interactive sessions, one each month and run a performance review after the workshops to understand how often or rarely the Line Managers used the tools and techniques taught and also look at the impact of these on the culture and the overall performance levels. Topics Covered Included
• First Session–Intrinsic Motivation Rewards Analysis
• Second Session–Service Excellence |& Appreciation
• Third Session–Advanced Communication based Empowerment
Sustain:
• Check-Point/Check-list
• Post Program–Interviews with Managers
Timeline: 3-month program in 2019
Program Language: English & Arabic
JNJ Culture Shift Program
OBJECTIVE
To help transform the culture across the G.C.C from a number driven focus to a growth-mindset driven focus. Particular focus on the themes of personal excellence, communication and performance.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around culture change.
Diagnose: A series of interviews, job shadowing and focus groups were conducted with an extensive cross section of the population to help define the current cultural landscape.
Transform: The population was divided into 3 different levels (Senior Leaders, Line Managers & Individual Contributors) with their own distinct learning journeys. The most important themes covered included Communication Skills (All Levels), Leading Change (Senior Levels), Personal Excellence & High Performance(All Levels), Growth Mindset (All Levels) and Coaching (Senior Levels).
Sustain:
• Check-Point/Check-list
• Internal Job Shadowing
• Post Program – Interviews with Managers
Timeline: 6-month program in 2022 Follow up program Capability Development Program is ongoing.
Program Language: English & Arabic
Dubai Islamic Bank Service Excellence Program
OBJECTIVE
This program aimed to bring about a more customer focused approach across the whole DIB network, leaving participants feeling more passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around service excellence.
Diagnose: A series of alignment briefings, job shadowing's, mystery shopping's and focus groups were conducted with a cross section of the branch and service leadership population to help understand the barriers to service excellence.
Transform: The population was divided into 2 different levels (Service Leaders & Service Providers). Using the data from the diagnose phase, two custom programs were built to help drive the service mindset change forward. The priority themes were Service Mindset & Attitude Coaching (Service Leaders) and Time Management, Integrity, Personalization, Empathy, Relationship Management, Compliant Management and Trust (Service Providers).
Sustain:
• Service Pledge
• Knowledge Check
• Job Shadowing Mystery Shopping
Timeline: 9-month program in 2021-2022. Follow under Service Hub branding in 2022 H2.
Program Language: English & Arabic
DUR Hotels Skills Development Academy
OBJECTIVE
To help the sales teams across the hotel network achieve better results through a concentrated focus on Client Centricity, Advanced Communication, Advanced Negotiations and Key Account Management.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around service excellence.
Diagnose: A training needs analysis was conducted to help identify the skill gaps of the future participants. The chosen topics for the academy were based on group and individual learning plans. Each participant was given a Learning Passport.
Transform: Several highly experiential learning workshop were conducted. These workshops were a collection of customized role plays, case studies, interactive discussions and workplace application-based exercises. Topics included Adaptive Communications Skills, Advanced Negotiation Skills, Customer at the Heart and Key Account Management.
Sustain:
• Action Planning Dialogues
• Tele-Coaching Sessions
• Knowledge Checks
• Virtual 60 Day Check-points
Timeline: 12-month program in 2019. Repeated in 2020. Suspended during the COVID Pandemic. To be restarted shortly.
Program Language: English, & Arabic
ENBD UAE Nationals Development Program
OBJECTIVE
To help the young Emirati talent in the organization achieve their true potential with a focus on specific list of high impact competences.
SOLUTION
Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched:
Diagnose: ENBD shared a list of pre-determined topics, based on an extensive training needs analysis. We conducted a comprehensive customization exercises to help blend global best practices with a unique local flavor.
Transform: High Impact workshops both in the digital and f2f format. The workshops were a collection of customized role plays, case studies, interactive discussions and workplace application-based exercises. Topics included Relationship Management, Selling Through Service and Presentation Skills.
Sustain:
• Action Planning Dialogues
• Knowledge Checks
Timeline: Annual programs initiated 2019. Ongoing.
Program Language: English, & Arabic