Stefanini has implemented a major drive to offer truly world-class service to clients and create an excellent environment for employees through an international service culture program.
The program has produced over 100 initiatives across Europe since its introduction at the beginning of last year in Romania. The Romanian Stefanini site has seen a 40 percent increase in service desk staff over the last three years.
Client Service Excellence
The program includes educational sessions exploring how to help clients and colleagues, and how to generate value for them. It also includes a more in-depth onboarding process for new joiners. The program ensures new Stefanini employees will bring the commitment to exceptional service that has been established across the business.
The initiative will enhance all aspects of Stefanini’s services, from the technical knowledge of employees to the quality of delivery systems. It also helps with the mindset of employees and the desire to establish successful ongoing relationships. These initiatives haven’t been determined by senior management – instead Stefanini employees throughout the business have been selected to participate in the program and share their views on what exceptional service looks like, as well as the steps the company can take to realize this.
Success in the initiative is being tracked through net promoter scores (NPS) and customer satisfaction surveys. Stefanini has a long-term aim to boost satisfaction by 5 percent on most accounts.
Mihaela Dobre, EMEA Training Lead at Stefanini, says: “This is an exciting long-term plan to ensure Stefanini is truly best in class in the service it delivers. Already, we’ve seen people talking with a common language, understanding and evaluating service in the same way and demonstrating total commitment to creating strong ongoing relationships.”
Internal Service – Creating a Great Work Environment
The service culture program is also addressing internal service. This refers to creating a great place to work by encouraging employees to support and communicate with their colleagues effectively across the business. This is not only boosting employee engagement but also playing a role in improving service to clients.
Mihaela Dobre adds: “There’s a clear link between how we deliver for our clients and how we work together internally, and our service culture initiative is playing an important role in addressing both to ensure we provide a world-class experience internally and to clients.”