Opportunity
A Customer Support organization in the enterprise software sector was suffering from the gap between its customer’s perception of the technical problems/issues, and what the Customer Support Team ultimately discovered was truly the technical root cause. The CS representatives were challenged in conveying to their customers a solution they knew would solve the problem, while their customers felt their complaints and issues were not being heard. Customers also thought they knew the solution, and felt frustrated when that solution was not attempted. CS engineers often realized the optimal solution was different from that which the customer perceived it should be. Conveying this became a hurdle to effective problem resolution, and ultimately, a roadblock in creating rapport and partnership with the customers.
The leaders of Customer Support realized how much value they could bring to their team by focusing training on new styles of listening and communicating that would shift the relationships from a “vendor – customer” relationship to deep partnering relationships. The leaders deployed a training initiative to put the entire support team through the Power of Partnership Foundations Course, beginning with high level managers, and continuing through the team leaders, and support representatives at every level. The vision was that every member of the Customer Support organization would go through the course so that everyone would be developing and using the same skills, language and concepts.
Solution
To tackle these challenges, S3 Solutions created a customized communication skills development program that consisted of a series building-block components designed to build upon and enhance one-another. The program objectives included:
- Becoming trusted advisors for their customers by creating upward spirals of trust that result in a deepening of trust between the CS representatives and their customers;
- Expanding customer relationships to become full partnerships;
- Developing sophisticated skills in listening to customers, providing alternative solutions, and reaching win-win results;
- Understanding personality styles and how they can bridge gaps between the CS representatives and their customers;
- Significantly improving teaming with the Professional Services organization.
Approach
- Pre-and Post-Assessment – a survey of all Customer Support participants was conducted to capture performance levels in all target areas.
- Conceptual Models – Participants learned through an integrated methodology based on core, effective communication skills and win-win solutions. In addition, they were introduced to a system which allowed them to recognize others' communication styles and adjust their own styles to increase teaming and expand relationships.
- Interactive Learning Methods
- Large Group Scenarios - Participants applied the specific skills and concepts to real scenarios by role-playing in a large group while being coached by the Trainer, resulting in better solutions and accelerated integration of the skills.
- Coaching and Course Correction - Participants worked in pairs, observed by the Trainer, to develop and hone their newly learned skills through application to customized scenarios.
- Learning Simulations – Experiential exercises were used to facilitate participants in understanding their habitual behaviors, belief systems and values which limit them from reaching their full potential in their target areas.
- Individual Performance Coaching - Participants were coached in key growth areas that expanded upon their strengths and developed weaknesses that were blocking the realization of their potential.
Quantitative Results (Based on Post-Assessment)
