Case Study

Taking Customer Satisfaction to the Next Level

A case study in Custom Blended Learning

Everyone knows that customer satisfaction is the most important barometer when it comes to how people perceive the performance of their bank. That’s why a global financial services firm engaged GP Strategies to help them become a center of excellence in complaint handling and customer satisfaction.

The GP Strategies Solution
After research and analysis involving customers and staff, GP Strategies developed an eLearning pre-course module and a one-day, hands-on, intensive workshop to enhance individual and team understanding and skills in successfully handling customer complaints.

The Outcome

Customer satisfaction increased by 7% within the first six months, and two of the bank’s subsidiaries asked GP Strategies to design and deliver similar programs for their employees.

Results at a glance
Customer satisfaction increased by 7% within the first six months, and two of the bank’s subsidiaries asked GP Strategies to design and deliver similar programs for their employees.

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