Customer Focus Initiative Launches at Transocean


A refreshed culture of customer service is brewing at Transocean, and top managers worldwide are getting a major wake-up call at a newly launched internal training session that’s entirely about “Customer Focus.”

“Customers are turning to the companies who listen and who work the hardest to deliver what they want,” said President Steven Newman. “We may be the biggest, but that doesn’t automatically mean we are the best. Any sense of supremacy associated simply with our size must be dispelled.”

In an effort to ensure Transocean is not only the world’s leading offshore driller, but also our customers’ preferred contractor, “Customer Focus: Strategy and Tactics” provides managers with two days of presentations (including live feedback from key customers), discussions and group activities that reinforce “Customer Focus Fundamentals,” which include delivering high-quality service, developing strong relationships, maintaining consistent contact, providing timely communication and action, and customizing service to each customer’s individual needs.

Guilherme Coelho, SAM Managing Director (read more about Brazil on page 10), participated in the first workshop held in September in Houston. Guilherme’s SAM Division (as you’ll read) has grown rapidly, including a significant number of new customers – from one to nine – over the past few years.

“When you have one customer you learn how to work their way and know how to do exactly what they expect,” said Guilherme. “When you add more customers to your customer base, you have to learn and adapt to that. With the exception of safety, building strong relationships with my customers is at the very top of our list, and the Customer Focus workshop was a very helpful tool I can use to make sure my team is successful.”

In addition to two Houston sessions, workshops have been held in Paris, Aberdeen, Kuala Lumpur and Mumbai. Plans are under way for 2010 to ensure that all Performance and Asset management teams have participated in this important training. Further rollout is under development.

For more information about the Customer Focus workshop, contact Mark Monroe, Director, Marketing, or your Division Managing Director.


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