Antonio Iossa, ExxonMobil
Andrew Camilleri-Fyfe, ExxonMobil
Do you get customer complaints for behavior of your staff? Could your staff do a better job in being customer-friendly? How does it influence your customer retention? What is the revenue impact of your unfriendly customer service?
This workshop is preceded by mapping of current situation which identifies the core issues. The mapping shows where to focus the next steps - whether the focus should be the level of attitudes and beliefs or the level of situational behavior.