"Going for Green" is a customer care program that includes a one-day training course, a measurement system based on satisfaction surveys and performance indicators, and an internal communications system.
"Going for Green" is based on a universal color code—the green, amber and red of traffic signals. These colors are used to code the various customer situations encountered and to indicate to employees what type of conduct and attitude they should adopt. Nearly 5,000 employees have already been trained in five countries: the success of "Going for Green" depends on a high level of management involvement, the program's integration in the quality approach, the coordination of the training and the adaptation of role-plays and customer care situations to the local context.
In 2008, two modules were added to the program: "Call Center" and "Management." In 2009, "Going for Green" will be rolled out in South Korea, New Zealand, the Netherlands and the Czech Republic.
