SingPost sought to instil its values in its employees and thereby increase customer satisfaction. It wished to develop its brand service culture across the broad spectrum of its employees from the ground up to the middle management to a level that truly engaged its customers. The first step was the development of Service Champions via our innovative workshops. Service Champions are essentially staff trained to have an intuitive grasp of company values and service standards and act as a model for others.
With the Service Champion team in place Jerome helped to create the awareness throughout the SingPost team. Employees internalized the company s values to a point where their behaviour was influenced. They displayed their company s brand value in daily operations. Clearly their understanding of service had increased in depth.