Customer service excellence with Maersk Line

Maersk Line, one of the world’s leading shipping companies, aimed to enhance its customer service excellence across its global operations. With a highly competitive market and rising customer expectations, the company needed a standardized approach to ensure a consistently high-quality service experience.

The challenge

Maersk Line was in a highly competitive market, hence they needed to increase customer loyalty. Together with Mercuri Carey Bailey-Finley developed a global program rolled out in 100 countries with the main aim of building and achieving world-class customer service.

The focus of the program and the desired outcomes were mainly based on these 3 goals:

From reactive to proactive mindset: understand and try to solve customer needs even before they can think of
Relationship building: move from a transactional mindset to a relationship-based one
Take ownership of the customer experience and really spend a lot more time focusing on building the best customer experience

“What I expected from a vendor was to really work with me and to foresee all the potential problems and solve them before they became issues. With Mercuri International I got all that.”
Carey Bailey-Finley, Global Learning Manager, Maersk Line

The solution

A global program rolled out in 100 countries to more than 2000 Customer Service Reps. The keys to the program’s success were:

Designed to produce a behavioral change thanks to bite-sized modules where customer reps could really see the progress. The program drove behavior changes, it was not just you have to get this down to have it down.
A manager-led program that conveyed a very different message. It was something coming from inside of the company and this strengthened and gave value to the message.
Keep it simple and focused, deciding to focus on specific customer behaviors (Proactity, Relationship, Ownership). This narrowing focus seemed to have helped a lot. They wanted to dive deep instead of going broad to achieve performance and commitment.

The outcome

Post-collaboration results for Maersk Line

Very great feedback from customers’ perspective. Customer satisfaction improved also the net promoter score.
A lot of great results internally as well. Customer service reps. have seen a 50/60% overall improvement in performance.
Improved management performance. Managers spend more time coaching their people, setting performance goals, and helping their people to improve and change their behaviors.

Maersk is a global leader in integrated container logistics, connecting businesses and markets across the world. With a strong presence in over 130 countries, Maersk provides end-to-end shipping, supply chain management, and logistics solutions. Committed to innovation and sustainability, the company continuously strives to enhance efficiency and customer experience in the ever-evolving global trade landscape.

Conclusion

Delivered through a mix of interactive workshops, digital modules, and coaching sessions, the training was designed to be engaging and directly applicable to daily customer interactions. The tailored customer service training program appeared to be a great result internally between managers and customer representatives and customer-wise as well.

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