The Challenge
The STIHL name has stood for revolutionary technology and innovative ideas ever since the firm was founded 85 years ago and has a name for state-of-the-art engineering –it is recognised as the world’s leading chain saw brand, and works through a national network of dealers who serve the professional and domestic market.
Service and product excellence has been at the heart of its success and like any world class service business, the UK management decided that it should challenge itself as to how it might further enhance the service strategy and customer experience and take it to the next level. Innergy, who have significant experience and expertise in developing powerful reputations which increase profit and growth, were asked to run a Leading Service Excellence workshop with the UK management team.
The Solution
Innergy invested the time with the key stakeholders to understand the business challenges and the current service strategy and visited dealers to understand the network perspective. The Leading Service Excellence workshop was then tailored to ensure the content was as relevant as needed for the audience and focused on the areas that would deliver the most value.
The Outcome
Innergy ran a high energy, interactive workshop which drew out opportunities to further develop the service offering and created a framework for future implementation. Best practice service leadership and management tools and approaches were shared and the management team left clear on how to move forward with specific actions for implementation.
What they said..
"Innergy delivered a Leading Service Excellence session to our joint management team which we found to be engaging and informative and which will really help us when we create our new Customer Service Strategy. There was an energy to the session and the use of past experiences to bring his anecdotes to life really worked. A very enjoyable and worthwhile investment."
Robin Lennie - Managing Director
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