Institute for International Research

Friday, March 28th, 2008 | 11:00AM – 12:00PM

Survey Says! Using Front End Feedback to Strengthen Your Back End

Annie Blouin, Head, Corporate and Institutional Services, NORTH AMERICA, RBC DEXIA

In the fiercely competitive industry of institutional investor services, one name stands above all others when it comes to quality of client service.

RBC Dexia Investor Services is perpetually atop industry rankings.

Fuelling this success is an unparalleled focus on the continually changing needs of the company’s clients.

This presentation will reveal how RBC Dexia has vaulted itself to the pinnacle of its industry through effective implementation and execution of customer service management strategies. Highlighting not only the company’s successes, but also the hard lessons learned along the way.

Learning Objectives:

• Achieving top tiered status in client service- What does it take?
  
• Using surveys to help build a truly client centric organization
  
• Aligning the service culture in the context of organizational change
  
• Giving clients a " voice" at the executive table
  
• Enabling your employees to deliver on the service promise