Calgary Sport Physiotherapy Group |
SITUATION:
The Calgary Sport Physiotherapy group, in the midst of significant growth and expansion through the acquisition of many new clinics was experiencing some signs of growing pains internally with staff as well as externally with some negative customer service feedback.
STRATEGY:
I conducted a series of focus groups with customers and with staff to identify key issues with customer service. What we found was dissention among staff that resulted in a number of problems with how the services were being offered and explained to customers. As well as identifying issues, we also came up with many new suggestions for how to improve the experience at Calgary Sport Physiotherapy Group.
RESULTS:
With the implementation of new processes and procedures to address staff issues and customer service, Calgary Sport Physiotherapy Group improved overall feedback from customers and staff in the next year following the study. |
