The Importance of “Yes We Can” Customer Service: Going the Extra 5,000 Miles

The Client

When a large hotel training program had to be rolled out in Germany, the client checked in with Prisma.

The Challenge

A last-minute decision to carry out a hotel staff training program in Germany led to a rush localization of the training materials.

The Solution

It came down to the wire, but Prisma completed the training materials for the new German staff. Unfortunately, the client hadn’t factored in the actual delivery of the printed materials to the trainer for the Monday morning 9:00am start time in Berlin, and the best overnight services couldn’t deliver the materials in time.  Prisma sent a staff member on an overnight flight to Germany to hand-deliver the materials to the trainer in time for the Monday morning class, enabling the training to start on time.

The Outcome

The Prisma Project Manager hand-delivered the localized training materials on Sunday, and the training class started on schedule Monday morning with impeccable German-language materials.  The Prisma PM who delivered the materials hopped a return flight and was back at his desk Monday morning--albeit half asleep.