Customer Service Excellence Program 

Client: Jungheinrich AG
Listed German company in the material handling, warehousing and material flow technology sector

Together with Jungheinrich in Singapore and Malaysia, we have developed a service excellence program that consistently focuses on the customer in the after-sales area.

In close coordination with the local team, we designed and implemented training, role-playing, coaching and reflection units in a co-creative manner - with a practical focus and on an equal footing.

Our goal: to improve communication, sharpen service behavior and sensitize everyone involved - from technicians to the back office - to a professional, proactive customer approach.

The result: a noticeably stronger customer focus, increasing satisfaction according to the customer survey and a program that is not only taught to new employees today, but also ensures sustainable further development in the extended version.

The concept has proved convincing, as the roll-out in Australia and Thailand is already being planned.