Kapco Global Receives Commendation From FranklinCovey® For Global Implementation of The 7 Habits® of Customer Service

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Yearlong effort results in improvements in employee loyalty and engagement.

We are pleased to report that after a year of diligent work...71% of our employees report better communication.

Performance improvement firm FranklinCovey® has awarded global aerospace parts and distribution company Kapco Global with a commendation for successful participation in its program, The 7 Habits® of Customer Service. The yearlong effort resulted in improvements to Kapco Global’s sales and service processes, along with improvements to employee morale, engagement and loyalty.

Over the past year, the program helped Kapco Global team members further develop their customer relationship skills and has resulted in company-wide improvements in communication, individual empowerment, loyalty and employee engagement.

According to Kapco Global Marketing and Communications Manager Desiree Garcia, “As a 100% employee-owned company that is always looking to improve our processes—both internal and customer-facing—our work with FranklinCovey® helped us identify places in our culture that needed improvement. One of these places was in communication. We are pleased to report that after a year of diligent work on this front, 71% of our employees report better communication.”

The Harvard Business Review, in a report titled, “The Impact of Employee Engagement on Performance,” states that, among survey respondents, customer service, effective communications and employee engagement rank as the three most important factors that will determine a company’s success. Out of these survey respondents, just 24% felt that their employees were highly engaged.

Kapco Global’s outcome showed such a dramatic improvement to employee engagement that FranklinCovey® is planning to build a case study around the effort. “FranklinCovey would like to congratulate Kapco Global on its remarkable success this past year learning and living The 7 Habits® of Outstanding Customer Service,” said FranklinCovey® Director of Business Development, Customer Loyalty Practice Richard Vernon. “As a result all scores from its Employee Loyalty and Engagement (ELE) survey have improved... Keep up the great work!”

For more information, visit http://www.kapco-global.com.

About Kapco Global: Kapco Global is a 100% employee-owned aerospace parts distribution and stocking firm. With nine facilities across the USA, Europe and Asia, Kapco services many of the world’s leading MRO’s and airlines. The Kapco Global product portfolio supports over 400,000 parts including electrical interconnect, cabin and interior, precision mechanical components, sensing and switching devices, seals, and fluid management system products. For more information, visit http://www.kapco-global.com.

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Lauren Budzinski
Kapco Global
+1 (714) 223-5470
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