In October, the Association of Talent Development named Maersk Line winner of its prestigious BEST Awards. The award recognizes organizations that have demonstrated corporate success through employee talent development. Maersk Line took first place in part for its in-house learning model, the CARE PROgram, developed in partnership with Mercuri International.
During an award ceremony in Washington D.C., the Association of Talent Development (ATD) presented the winners of its annual BEST Awards, the talent development industry’s most rigorous and coveted recognition. Competing for this year’s awards, nearly 150 organizations from 13 countries had submitted entries to ATD. All organizations submitted quantitative and qualitative information to ATD about their talent development practices and programs. Applications were assessed in a rigorous blind review by members of the BEST Awards advisory committee, a group consisting of experts in the field.
Maersk Line is recognized as the number one in the world
Maersk Line, a large container shipping company part of the Maersk Group, won first place ranking of the BEST awards. Central to the win was Maersk Line senior leaders’ commitment to people development and a strong partnership between Human Resources, global functions and project teams in building specialization and functional excellence to drive Maersk Line’s strategy. This includes all functions and departments such as customer service.
Maersk Line success for customer service – The CARE PROgram
Maersk Line has together with Mercuri International developed and implemented a customer service excellence program that has included an in-house learning model called the CARE PROgram. The CARE PROgram has been implemented in over 100 countries, involving more than 400 customer service managers and over 2000 customer service representatives. It was a complex and difficult project, but the effort paid off. Cary Bailey — Findley, Global head of Learning & Organizational Development at Maersk Line, attributes the success of the program to two factors: the commitment shown by the customer service organization, and the strong partnership with Mercuri International.
“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. I believe that we could not have gotten the BEST award without the CARE PROgram and we could not have done it without Mercuri International.” says Cary Bailey — Findley.
Watch our videos to find out more about the Customer service excellence program