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Our Clients

TNT

TNT

In 2004, TNT Express, a leading global express business, identified through extensive customer research that delivering superior customer service is an opportunity for differentiation.

A project team, comprised of both head office and business unit specialists, worked for 12 months to develop its blueprint for customer service excellence. The customer service value proposition - with at the heart a differentiated experience delivery for customers through engaged and motivated customer service staff - was supported through investment in processes, telephony, systems, human resource frameworks and working environments.

TNT Express recognised that a critical success factor for the project was to focus on change management. As a result, Janet Kench, Customer Service Manager Strategy & Communication was given responsibility to develop a strategy for what they termed TraNsiTion Leadership. TraNsiTion Leadership aimed to minimise resistance to the transition and accelerate the adoption of new working practices and behaviours, through employee engagement. The approach was designed to equip the business to manage change at a local level.

Janet asked Couravel to help

  • Develop and pilot an employee survey to measure the effectiveness of the change process
  • Formulate key messages of the new Customer Service Strategy for use in all internal and external communication
  • Design and facilitate a TraNsiTion Leadership workshop to transfer the skills and tools to the local change managers

Highlights of the work included:

  • The design of a process to constructively use employee data, involving employee focus groups and action planning
  • A three day workshop, for leaders from throughout the globe, which provided an extensive input on the challenges of managing change and enhanced the skills required of successful change champions
  • The enrolment of TraNsiTion leaders in pilot work so that supporting tools were designed with those who would use them

The Couravel team supporting Janet included Mike Pounsford, Sophie Jeferies, Claire Gallagher and Hilary Scarlett.

Janet, given her role, makes high demands on the suppliers who support her work. Of Couravel she said:

"I must admit, I always have high expectations of people that I work with and you have continually delivered. With your professional approach, your timely and thorough follow-up to agreed actions and your customer-focused attitude."

The TNT Express journey to exceed its customers' expectations will be implemented over the next 2 to 3 years.