Manufacturing and Distribution Company
Overview:
High performing, and long serving team working in a fast growing
organisation. Their key purpose is to take inbound calls from
customers, managing their accounts, providing them with information,
etc. They have just appointed a new Manager to the team and she
is keen to build on the success of the team and in turn understand
how she can manage the team effectively.
Objective:
Revitalise the team, refocus their energy and motivation. Refresh
their skills and develop new one. The organisation is highly successful
and wants to be able to maintain their market share through the
delivery of excellent customer service. Increase the amount of
time on the phone (both inbound and out) Target was for minimum
of 55% of their day as phone time. Average prior to training was
37%.
Solution:
2
x 4 hour workshops covering the following:
Result:
We held a follow-up day 4 weeks after the workshops and found
that the team were using the learning to a greater extent than
we had anticipated. On our recommendation client profiles were
altered to reflect the customers motivational needs, which have
helped the advisors build tolerance and understanding of customers
who behave differently from themselves. The team feel much more
motivated and confident, and the call handling time has increased
to an average of 57%.
