Expérience client
Results

20 managers were trained in customer experience, enabling them to train agents and new employees in turn.

Context

This case study highlights the support provided to a Quebec-based company operating in the air transport and airport services sector. Employing several hundred people during peak season, the organization stands out for the quality of its operations and its presence in numerous airports across the province. In a period of rapid growth, the company wanted to structure and strengthen its customer experience through a shared corporate culture.

Symptoms 

  • Rapid growth and a significant increase in hiring

  • Need for a training program to ensure a consistent customer experience on a large scale

Objective of the Approach 

As part of this customer experience improvement journey, Maïeutyk first assessed the company’s current situation to identify the key steps in the customer experience. We then developed a customer experience training program for both agents and managers.

What We Accomplished

  • Audit of the current customer experience and identification of key moments
  • Creation of a customer experience training program for service agents, tailored to the company’s values and industry-specific realities
  • Creation of a “train the trainer” program to empower managers—facilitating ongoing training, hiring, and onboarding CX Training – Maieutyk
  • Manager training, including customer experience content and techniques for training others Organizational Development – Maieutyk
  • Ongoing training: “How to coach effectively” and change management training (for management teams)

The Outcomes

  • 20 managers were trained
  • The program was a great success
  • Managers successfully integrated and communicated the 6 service values established with Maïeutyk
  • The company regularly receives praise from customers and partners regarding the quality of service provided by its front-line agents

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