Capturing a "World-Class" service vision

Global law firm manager training

Client: White & Case

The Brief

The international law firm, White & Case, were launching a new vision of “World-Class Service” across 46 office locations world-wide.  They were calling on their reception teams to deliver a discrete, intuitive and effortless experience to guests. And the receptionists’ Office Managers played a pivotal role in making this happen.

Managers needed to understand the importance of their role in delivering World-Class Service to their teams – so that their teams could ultimately deliver the right experience to the customer.

Our Solution

To capture what World-Class Service really looked like in action, we scripted and produced a series of short scenario-based films. We showed an inadequate guest experience (click on video below), and a World-Class version. And we also showed the impact a manager’s interaction with their teams had on the receptionists’ ability and motivation to deliver great service to the guest.

The eight engaging videos were a key component of the half-day training course we created for the Office Managers. The course was jam-packed with meaty discussions, engaging group exercises and an intense examination of EQ competencies to support managerial activities.

The Result

  • The eight short videos provoked a healthy debate on how to deliver World-Class service both internally (to receptionists) and externally to clients and partners
  • Managers were inspired to see themselves as “Vision Leaders” who were responsible for building “World-Class Teams”
  • They developed key competencies of emotional intelligence: deeper self-awareness and more ability to manage and understand their feelings. And ultimately, they could communicate more compassionately with their teams
  • Managers felt equipped to continue to embed World-Class service with teams. They left with our tailor-made Manager Toolkit, which was packed full of ideas and resources to use with their teams

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