On the 13th of March, our Customer Experience Specialist Stefaan group of insurance experts from across Belgium in Dilbeek for an inspiring workshop on Customer Excellence. Not a classic top-down presentation, but an interactive session in which the experts chose their own direction to take the customer experience to the next level.
After a dynamic introduction of the principles of Customer Excellence, the insurance experts were given a comprehensive toolkit with guidelines for telephony, e-mail and live conversations. Not to adopt blindly, but to look at with a critical eye: what works, what can be improved and what is still missing? In groups, they enthusiastically started deleting, supplementing, refining and sharing new ideas.
The result? A set of golden rules, compiled by the people who work with them every day. This bottom-up process not only provided strong insights, but also increased support and commitment. Because who better than the experts themselves to know what really works in practice?
The interactive approach was much appreciated and led to concrete, applicable guidelines that CED can start working with immediately. A successful workshop that proves that Customer Excellence is strongest when it comes from within. Our sincere thanks to Sofie Van Dyck, Sven Marinus and Paul Schillebeekx for their confidence!
Want to know more about training courses like these and how you can use them to upgrade your CX too?
We look forward to telling you about them.