|
|
|
Does Your Leadership Development Secure Results?
Leadership, leadership development and leadership training are “Hot” issues in today’s business world. A recent Internet search uncovered over 44 million hits on leadership, over 20 million hits on leadership development and 15.7 million on...
How To Start, Survive, and Finish Your Journey To Super Success
"The more you hate, the more you love." What an ironic statement. Whoever said those words must have been drunk. The bottom line is this: It is extremely difficult to like or love something that you despise. But what can we do to solve this...
Is a Home Business Right for you?
Is a Home Business Right For You? http://www.pluginprofitsite.com/main-4783 Every morning as people wake up and make the commute to work, many dream of the day when they will finally work for themselves. Every time the boss lets someone know that...
Resolving Workplace Conflict: 4 Ways to a Win-Win Solution
The effects of conflict in the workplace are widespread and costly. Its prevalence, as indicated by three serious studies, shows that 24-60% of management time and energy is spent dealing with anger. This leads to decreased productivity,...
The Top 10 Ways To Improve Your Leadership Skills
Whether you consciously aware of it or not, on some level you are continually leading yourself and others. As a result, it would only make sense that you strive to improve your leadership skills and get the most out of life for everyone in your...
|
|
| |
|
|
|
|
|
|
Improvingcustomer service in large stock registrar cmpany
ROBLEM
The organization was always working under a crisis mode, with the managers feeling pressured and "under the gun".
There was discord and resentment among the manager team, which reflected in the employees.
Re-work and bureaucracy were eminent.
Two of the managers were at odds with each other, which was evident to the employees, and created additional discord.
The Customer Service group showed a lack of concern for the customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc.
Customer were complaining for lack of service and long waiting lines.
SOLUTION
Management Resources Inc. (MRI) :
Facilitated a customer needs analysis and company needs analysis sessions.
Conducted focus groups with customers and employees
Worked with the managers in developing strategic plans and objectives
Established work priorities and set specific goals that were deployed throughout the organization
Initiated a program to aid in replacing undesirable attitudes with positive ones
Conducted a Team Building
workshop for managers
Conducted a Customer Service session for the Customer Service group
RESULTS
Results became very visible:
Sensitivity to the customer increased throughout the organization, not only at the management level but particularly in customer representatives.
The management team became more cohesive and learned to respect each other’s opinions and reach consensus on departmental issues.
The managers in conflict learned to work with each other, which resulted in improved cooperation and better service to the customer.
Their two departments became more productive and morale improved.
The attitudes of all involved showed considerable improvement.
Many customers expressed satisfaction to the new corteous and speedy manner they were treated.
Managers became more confident and allowed room for initiative from their employees.
This resulted in process improvements and increased customer satisfaction due to reduced bureaucracy.
The "empowered" employees were more satisfied and productive.
About the Author
Managing parner, Management Resources, Inc
|
|
|
|
|
|