Need:

As part of one of the fastest growing & largest banking and financial services organizations in the world, the bank continued to grow and develop its systems and processes to meet ever changing needs of its customers. The company was looking for a solution to help them create a complaint friendly organization.

Solution:

After initial discussions, InspireOne tailored its well known “A Complaint is a Gift” (ACIAG) workshop to meet the needs of the bank. Around 2000 customer facing staff were covered through this workshop using group discussions, demonstrations, customized videos and case studies. Apart from workshops, ACIAG screensavers and mouse pads along with the use of narrative “success stories” were used to encourage the growth of ACIAG philosophy as an important part of organization’s culture.

Result:

• Higher morale among staff to handle complaints
• Increased confidence continues to cultivate a culture of effective complaint handling within the company.