Overstretched Customer Care
This is a very gritty workshop that explores the problem of an organisation that is over-worked, under-resourced and overstretched to the extent that customer care is suffering.
Dissatisfaction among tenants and service users may well have surfaced during internal or external satisfaction surveys and the organisation has responded in a reactive way, not solving the problem at heart:
– people receiving mixed levels of service
– inconsistent service
– inconsistent communication
– managers fire-fighting over the heads of their front line staff, often making them feel undermined
– unrealistic promises to tenants, often not kept
– the service not joining up between functions and sites
– lack of clear direction from the top
– the brochure “rhetoric” not matching reality
– resources rarely properly matched or coordinated with on-the-ground needs
– a call centre or reception often in meltdown
– staff off sick with stress from overwork and conflict with customers and colleagues
– communication breakdown at different stages of a customer interaction
– inefficient use of technology – mobile phones, texting and email overload
The workshop explores a range of practical resolutions to these problems and will help participants identify tangible actions to take back to work. It’s an ideal workshop for those with real influence in the organisation and works very well as a senior management team away day.
It is not a comfortable workshop and it will surface issues and problems that have hidden below the surface of your organisation, often in a “collusion of niceness”.
The workshop will explore:
– setting authentic priorities
– the “theory of contempt” in customer care
– creating realistic customer care standards and processes
– how to use authentic acknowledgement to enhance customer care
The workshop will be driven by the specific problems and symptoms of your organisation and there will be the tangible output from the session of a proposed plan of action.