Cosgrove Partners | Medline
Cosgrove Partners (CP) is a management consulting firm dedicated to helping business leaders to pursue facts, accomplish objectives and create sustainable results. Founded in 2001, CP has assisted more than 2,000 management and sales professionals and more than 100 companies achieve higher levels of performance.
consulting, management consulting, sales training, executive coaching, marketing, channel strategy, succession planning, branding, technology
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title

Customer Satisfaction

 

Medline

Category: Develop, Distribution, Enterprise, Improve, Lead

SITUATION

Facing declining customer satisfaction ratings, Medline retained Cosgrove Partners to analyze the impact of delivery drivers on customer service and to develop a recommendation brief detailing potential improvements to the current approach.

COSGROVE PARTNERS ACTION

During the initial engagement, CP arranged to shadow 28 deliver drivers in 4 geographic markets.  Each delivery and customer interaction was observed and analyzed to identify process and behavioral interventions that could result in improved performance.

CP developed a blended learning program (class room & e-learning) to teach proper delivery procedures, conflict management techniques, and the real-world application several policies related to customer service.