Building unique customer services

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  • Project focus : Customer services
  • Customer : Sinta Gamma
  • Country : Russian Federation
  • Term : April - December 2013
  • Tags : Financial Services

Building unique customer services

The challenge

Sinta Gamma is a shoe retail brand in Russian Federation. Sinta Gamma had an unprofitable retail chain with $8 mil. USD annual turnover in 2012 and fast progress was needed. I helped them boost their results as well as reputation between April and December 2013.



How I helped

Creating of Internal Change Agents team. The team took the ownership and pride of developing unique approach to customer service.

  • Providing wide range of custom tailored trainings on in-store customer service, management, upselling and change management.
  • Moderating of a unique service protocol creation.
  • Providing personal coaching on key strategic challenges, people issues and internal negotiations to CEO and COO.
  • Individual feedback to shop directors, creation of development plan for shop directors.
  • Advising in selection of people to key positions in the Retail chain (from regional Manager up).


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Project Solution

I helped them boost their results as well as reputation between April and December 2013.



Quantitative Outcomes

Qualitative outcomes

  • Top managers became more effective in empowering others, and the whole organization assumes greater responsibility.
  • Clear understanding of non-efficient processes was obtained.
  • Attracting more qualified staff.
  • The paradigm shift with shop assistants, believing that they can sell more if they work smarter, not harder.
  • Achieved higher level of initiatives, therefore engagement is better.
  • Pride in working at Sinta Gamma at all levels was generated.
  • The system of management has been created and duplicated in other divisions of company.


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