Coaching, Consulting & Training
for High Value Personnel
What Others Are Saying
The sessions were well planned yet flexible enough to allow group dynamics to flow towards areas of need. Our facilitator made himself aware of the Department’s functions and issues prior to the retreats in order to custom the events to target our problems. I was informed of potential benefits and risks inherent in this process. Following each session, he called to give a synopsis and recommendations about the group on which to build the next retreat.
Department Director
Client Results - Superior Customer Service
*Note: our work is customized to each client's needs and specifications. These results are meant to provide examples of how we work with our clients and what they then achieve. They are not meant to display a "set" approach, nor do they necessarily detail all of the results achieved by this client.
Situation / Need
Our client was one call center for a large data services company. Their Customer Care associates were spending much of their time handling repeat complaints for the same issue (e.g., billing).
Our Intervention
As part of the Performance System Analysis (a standard component of most FSTD interventions), management identified a key performance system issue: they were measuring and rewarding Customer Care associates based upon the total number of calls processed. With our guidance, they realigned the performance system to support number of issues resolved on the first call. We then trained their Customer Care associates in addressing customer complaints thoroughly and expeditiously.
Results
In less than three months, the client had reduced repeat calls for the same issue from 70% of daily call volume to less than 25%.
Is improved Customer Care one of your priorities? Contact an FSTD associate to discuss World Class Service