PROJECTS
In these turbulent times where change is a constant factor, Peter trains - and has been doing so for years - professionals on Personal Governance. His energy and counsel based on life experience is widely regarded as having a high and positive impact on the professional and personal lives of those who attend his courses.
One of the biggest health insurance companies in the Netherlands faced an enormous increase in incoming phone calls, due to a change in legislation. To meet that problem, Peter's team designed and built in just four months a complete call center (400 employees) with an entirely new approach to customers and agents. As a result, the customer satisfaction of the insurance company reached an all time high – with the costs per calling customer reduced by 40%.
A Dutch service provider wanted to implement a customer complaint system, where a ICT solution combined with a different approach and work procedures should lead to higher customer satisfaction. Peter's team trained 5000 employees, including complaint-coordinators and higher management. Peter trained and coached the Board of Directors and the top level managers, challenging them to take the lead in this project that, apart from improving working processes, would lead to a higher customer retention rate and eventually more sales.
1500 bank employees have been trained and coached by Peter in a very intensive project, aimed at achieving an extremely good customer experience, as part of the organisation's successful transition from a traditional bank to a fintech service provider.