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.
