WCW designed a customer satisfaction process (CSP) for the organization and through “Live Action” conferences, trained managers across the U.S. and Canada to use the CSP planning tool. At district meetings, WCW used customer feedback to help the management teams draft improvement plans. Each management team would be measured on the results of a monthly customer survey report WCW had developed. Other components of the service strategy included a monthly CSP newsletter and WCW’s Moments of Magic Customer Service training, which included a leader’s guide, workbook and seven video sessions.
Targeting customer service reps, WCW also designed a comprehensive sales process for existing customers, incorporating six peak-performance strategies: goals, communication, training, coaching, recognition and management flexibility into all tools, resources and training. Using feedback from branch and service center teams that WCW organized, WCW designed and launched the SuperSTAR program in the U.S. and Canada.