Stories from the Field

Two companies, one service standard

The situation: A company based in the North acquired a company in the South in the same industry. Both tracked the same service metrics on paper, but day-to-day expectations for customer service were different. The gap was creating conflict inside the department, and turnover was high.

What we did: E3 built a standard script for greetings, phone calls, and customer and client interactions, giving everyone one shared definition of good service, then trained the team on it.

The result: Within about a month, the team was trained and working to the new standards. By the end of the second month, the data showed lower turnover, fewer complaints, higher productivity, and better customer interaction times. Conflict eased, and morale held steady throughout the change.