Project Description

Medline

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.