Creating the Service Mindset at SDL

We started working with SDL (previously Donnelley Language Solutions) in January 2017 supporting their European Leadership team to engrain their excellence in customer service vision. This started as a diagnostic intervention whereby we got under the skin of the business, working with their Senior Leadership team to see where the focus areas were and what their long-term strategy and vision was. We then tailored a development program centred on creating the service mindset, developing long lasting customer relationships and impactful communication. With Mindset’s valuable support, SDL were the first Language Service Provider to proactively implement such programs across their operations platforms increasing employee retention by 12% and helping to increase customer loyalty by 8% year on year. Sean McGeoghan CFO commented

“ “During a period of 20% growth for the business, Mindset Associates proved invaluable in supporting leadership development, creating focus and alignment throughout the team. They brought customer experience to life in DFS, making it a real USP to potential purchasers of the company”.

” Owing to the success of the programs in Europe, we continue to support their leaders with various leadership programs, enabling them to focus on growing their high-performance teams, developing as individuals and learning more about themselves. The leadership choices they are making with Mindset’s help are underpinning SDL’s vision and inspiring further loyalty with employees and customers alike. For more information contact: Stuart Ewen Stuart@mindsetasscociates.com Mobile 07872 805889