In late 2016 Meggitt Xiamen (MXM) launched its Customer Service Development Programme (CSDP) supporting our strategic objective of delivering MPS Gold levels of service to our internal and external customers. We assembled a Customer Service Council comprising of representatives from different functions within the business with the immediate goal of identifying what “best practice” customer service looks like, and then began to develop our plans supporting our vision: ‘We are Meggitt Xiamen and proud to work together to deliver unrivalled performance and service to all our customers, all the time’.
“Key to our programme is listening to our customers and using their feedback to drive improvement”
One of our initial actions was developing a training programme which involved all our employees being trained as Customer Service Champions, Leaders or Practitioners depending on their roles within the business. We developed a Customer ‘CARE’ manual outlining the desired behaviours we are working to instil in our team. This quickly developed into a number of CARE related activities including workshops, CARE recognition awards, sharing of CARE best practice and even an inter-Departmental quiz based on CARE principles.