11 - 14 May, 2020 | Estoril Congress Center, Estoril, Portugal
Agenda Day 2
Tuesday, May 14th, 2019
In this case-study session, hear how Velux have created a comprehensive training programme with their customer in mind, which is being rolled down to the whole SSO. The programme, centered around service excellence, is looking at the fact that there needs to be a greater level of understanding between the organisation and business units – with the organisation understanding how the SSO helps the wider business, and the SSO understanding what service excellence looks like. Through truly implementing a “know your customer” programme, Velux have been able to improve service delivery metrics, and are breaking down the “us and them” dynamic which can be typical of Business Services.