Our impact

Driving customer experience through capability uplift

Systematically improving customer experience through empathy, powerful conversations and collaborative problem solving.

The Challenge

When you’re already winning awards for customer service, it is a forward-thinking company which continues to invest in and even ramp up the customer service capabilities and mindset of their whole workforce. Our client, one of Victoria’s leading professional home building companies, is one such company. It recognised that identifying and valuing different customer needs in a personal way in what, for most people, is their most important and expensive lifetime purchase (one’s home) would set them apart in a tight competitive market. We were engaged to design, pilot and deliver customer service modules for over 75% of the workforce in customer facing and internal roles.

The Approach

We designed a series of face to face workshops focussing on different elements of the customer service experience, from engaging, communicating, managing expectations and resolving problems. The workshops were conducted with intact teams, so each team could identify what they could do differently to exceed customer expectations even further. Content was oriented toward relationship building – both in the moment and over time – and presented through work-specific scenarios to enable broad application.

The Outcome

Feedback on the pilot modules conducted was positive, with participants noting the sessions had been impactful for them, and given them ideas they could easily incorporate and apply on-the-job.

After the rollout of the full program, participants reported a shift in their outlook and performance. In particular, they felt they were more tuned-in to differences in social styles, were able to listen more effectively, and manage their stress better. With a clearer understanding of their role and impact, they felt empowered to take on more accountability for providing an excellent customer experience – every customer, every conversation.

To embed and reinforce the learning, each regional team worked together to identify key actions and behaviours they would commit to, to collectively stay focused on providing outstanding customer service. It was through these commitments that the learnings were brought to life, and provided the teams with a way forward.

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