World-Class Customer Service Training

Global law firm manager training

Client: White & Case

The Brief

White & Case is an international law firm with 46 office locations worldwide. They launched a new vision of “World-Class Service” and needed their reception teams to deliver a discrete, intuitive, and effortless guest experience. Critically, Office Managers played a role in this initiative. They were responsible for guiding their teams to deliver exceptional service.

The challenge was to ensure that managers understood their role in delivering this vision. This would enable them to lead their reception teams effectively, so the teams could provide an exceptional guest experience.

Our Solution

Understood partnered with Penshee to deliver a bespoke World-Class Service training programme for White & Case Office Managers. The programme was designed to showcase the impact of a manager’s leadership on the reception teams’ performance.

We developed eight short, scenario-based films showing two versions of guest experiences: an inadequate one and a World-Class Service version. The films also highlighted how a manager’s interaction with their team influenced the team’s ability to deliver great service.

The training included:

Emotional intelligence training to help managers build self-awareness and communicate with compassion.
Group exercises and discussions to develop EQ competencies and support managerial responsibilities.
A tailor-made Manager Toolkit packed with ideas and resources for managers to continue embedding World-Class Service within their teams.

The engaging films and practical exercises helped managers see themselves as Vision Leaders responsible for building World-Class Teams.

The Result

“Videos are amazing! Watching the same video and dissecting it from different perspectives was very useful.” – White & Case Receptionist

The half-day training course had a significant impact on White & Case Office Managers:

Managers reported a better understanding of customer-centric culture and how their leadership could drive improvements in customer experience.
They developed greater emotional intelligence, enabling more compassionate communication with their teams and fostering a positive work environment.
The training helped managers align their teams with the firm’s vision of World-Class Service, creating long-term improvements in customer service performance.
The combination of scenario-based films, group discussions, and the Manager Toolkit equipped them with the tools to lead their teams effectively.

Love the videos! Feel each of our hospitality employees should see these as well as all new hires.

White & Case Office Manager