Customer service skills for a newly created pro-actively focused IT service team.
Miradorus provided us with a set of interviews that enabled them to really understand our situation. They subsequently focused the sessions to the specific needs of our team. They were also flexible in transforming a 2-day workshop into a series of 2-hour virtual sessions! Their programme formed a foundational service skills approach that we can subsequently build on in-house and roll out to other teams, keeping the skills alive.
The feedback from our internal customers is extremely positive and our team are better able to define their own roles from a service perspective. They now use a common language and consistent approach and they can explain the change in their roles to customers in a way that is positively accepted across the board.
Most important to me in a relationship with an external provider is that the quality that they promise will be seen by the participants and the manager. My expectations were exceeded. Now I am able to build on their sessions and gain momentum for real transformation.