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A diversified manufacturer
Direct customer complaints
Customer satisfaction index
Direct complaints dropped to near zero while the customer satisfaction index held above 95%, with teams handling complaints more clearly and professionally.
The result
A four-week email-writing programme delivered eight hours of targeted practice with escalation-specific writing, clarity frameworks, tone control and real-time feedback loops.
The approach
Most procurement and contracts site teams operated at an elementary writing level at 67% proficiency, making escalation handling slow, unclear and inconsistent.
The challenge
>95%
near zero
Customer Experience & Service Excellence
Engineering and Manufacturing
Direct customer complaints fall to near zero, holding a customer satisfaction index above 95%
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