Client Case: Inter-American Development Bank

IMPROVING CUSTOMER SERVICE WITHIN THE INSTITUTION TO ENSURE EXCELLENCE IN CLIENT SERVICES AND INTERNAL COLLABORATION

Purpose

  • One of the Rainforest authors and an RFS partner were asked to deliver a motivating keynote address, with case studies, and facilitate activities to help participants embrace innovative ways to ensure excellence in client services and internal collaboration. 

Participants & Process

  • Keynote and workshop attended by approximately 90 management and front office staff from the Finance & Administration department.

Project Team:

Products

  • Following the Rainforest presentation (60 min), the participants in this department retreat, assessed their strengths and improvement opportunities for improving customer service to internal stakeholders; then used our tools to build 8 scenarios that explored highly innovative improvements.

  • Event documentation included real-time graphic facilitation, photographs, and participant work organized into a colorful journal to support follow-on planning and implementation.

Outcomes            

  • The group ultimately created a consolidated vision that leadership could act upon to improve the institution's culture.
  • Analysis and recommendations for a new innovation incubator were one of the follow-on activities that an RFS partner contributed to for IDB after this session.
  After the keynote presentation, participants worked in 8 teams, each taking different perspectives on various Rainforest approaches to elements of customer service including people, premises, products, and processes. 

 

After the keynote presentation, participants worked in 8 teams, each taking different perspectives on various Rainforest approaches to elements of customer service including people, premises, products, and processes. 

What Next? 

If you find this Client Case inspiring, please contact an RFS Partner about how to get the same kinds of products and outcomes for your organization.