Customer Service Center KPI

Our client, a publicly traded utility company with a local customer service center, sets annual service targets. We've developed training program including a series of workshops that equips customer support staff with simple techniques to analyze real success stories, identifying key drivers for replicating positive experiences. Additionally, the program uses varied real internal case studies to pinpoint root causes for service enhancements.

Insight:

An organization can always transfer new knowledge and skills to old staff adequately positioned engaging methods.

Leadership Team Collaboration

The client, a FinTech consortium, restructured its leadership team to address members' expectations on new projects in the face of rapid technological progression. This new leadership team encountered two primary challenges: ensuring seamless collaboration internally and with the existing IT teams. Our initial fieldwork uncovered significant disconnects both within and across these teams. To address this, we conducted targeted leadership workshops aimed at fostering open, constructive dialogue. These sessions are designed to strengthen team bonds and solidify commitment to project delivery timelines.

Insight:

An organization can always improve its management team's effectiveness based on honest feedback.

Projecting New Light in Crisis

The client is a government-funded organization, with strong trade association ties, responded to a recent global crisis by swiftly organizing a targeted coaching program. We lead in this initiative served over 150 business owners from diverse sectors, helping them critically assess their business models' strengths and weaknesses and identify strategic gaps. The program focused on advising a necessary paradigm shift and implementing cost-effective, short-term tactics to not only survive but thrive in challenging circumstances.  We conduct field coaching and seminars to reinforce the coaching impact.

Insight:

Tailored support to provide quick fix solutions during crisis is always appreciated.

Virtual Bank Customer Service KPI

Our client, a virtual bank, operates a local customer service hotline hub dedicated to handling all loan initiation and post-sales service inquiries. We have developed a training program that teaches customer service representatives simple yet effective techniques for engaging customers in a remote, virtual environment. This approach is designed to enhance customer service efficiency and reduce the likelihood of complaints. 

Insight:

Alignment of organizational culture with adequately positioned engaging training.

Motivational Talk to Sales Team 

Our client, a local bank acquired by foreign investors, is transitioning from a conservative organizational culture to one that's more relational and outreach-oriented, driven by ambitious KPIs. The Deputy CEO has launched a series of transformative initiatives targeting the sales teams to boost morale, skills, and brand perception. Our comprehensive support package includes presentations at all-sales meetings, paradigm-shifting workshops for senior sales managers, sales management training for distinctive up and coming branch managers, and personalized coaching for outstanding relationship managers.

Insight:

An organization aligns its culture with clear and thorough communication of vision and expectations.

Affluent Family Digitisation Project

The client is an low profile affluent family in Hong Kong.  We collaborate with this second-generation affluent family, following the completion of their single-block building, encompasses a range of services. We work closely with the family to define the building's purpose, optimize the use of public spaces, and develop branding and marketing strategies. Additionally, we are formulating a proposal for an advanced, unmanned building security system, ensuring both efficiency and safety, tailored to the unique needs of this new, prominent structure.

Insight:

Third party's perspective can widen a corporate's imaginations about innovation possibilities.