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Development
and Training Case Histories
Challenge
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A medium-sized high-technology company, undergoing organizational
restructuring, needed a foundation for improving customer service
skills.
Solution
Through our training in interpersonal communications, participants
tackled actual customer service problems that they needed to resolve,
putting new skills in listening, creative problem-solving, and conflict
resolution to work immediately. These skills enabled customer service
representatives to "get it right the first time" and resolve issues
in one call rather than a series of calls, ultimately improving
response time.
Challenge
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Improving labor-management relations and office-wide communications
was critical to the billing control office of a major telecommunications
company.
Solution
We provided training in interpersonal communications that taught
both labor and management how to frame their communications from
their audience's perspective. This audience-driven approach helped
people detach from the emotional component of interpersonal communications
and improved their effectiveness. Training was so well-received
that it led to a follow-up program with supervisors focused on coaching
communication skills.
Challenge
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After major downsizing, reengineering, a new reporting structure,
and a merger in the space of 18 months, an electric utility's employees
were shell-shocked and were having difficulty performing effectively.
Solution
Our stress management training helped the employees learn techniques
for coping with these profound changes and with future challenges
in the deregulated energy marketplace. We helped the group identify
primary stress inducers, and each person added his or her individual
tips for dealing with them. This approach enabled the group to learn
from each other and to support each other's progress.
Challenge Back
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A major grocery chain was committed to improving customer service
and needed a training approach replicable across all locations.
Solution
In a pilot training program, we taught an internal "train-the-trainer"
group the tools and techniques they needed for training the rest
of the organization. Training included role reversal to enable the
group to experience customer interactions from the customer's perspective,
and group role-playing to explore creative solutions to a mock customer
service situation.
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