Turning round low morale and deteriorating customer
service
The Client
Leading supplier of financial software.
The Challenge
The Company, a well established and respected supplier of business
solutions to the public and private sector, has achieved exceptional
growth. Sales revenues have more than doubled in 12 months.
Since the highest numbers of technical support
calls are made in the first few months after implementation, the
Technical Support Team is being swamped by calls from new customers.
In addition the software is undergoing a major upgrade and the technical
manuals for the new version have not yet been printed. Problem resolution
times are becoming unacceptable. To make matters worse the relationship
between the team Manager, a highly qualified technician, and the
team have almost completely broken down.
The Solution
In the first instance one of Martrain's trainers spends time on
site to interview the team and identify key issues. Staff are frank
about some of the problems they are having and several are considering
leaving. A series of workshops is carried out which are designed
to increase communication skills and identify barriers to improving
customer service.
From the workshops over 100 suggestions are made
for improvements. The most critical issue is the relationship between
the Manager and the team. No long term progress can be made until
this is resolved.
An Action Team is formed to liaise with
Senior Management and facilitate positive change. As a result of
the specific feedback from the trainer and the Action Team, the
Technical Director is able to make some small but immediate positive
changes which make the team feel they are being listened to. After
a short while opportunities arise to move the team Manager into
a different position as Technical Guru/Trouble-shooter and a new
team Manager is appointed from within the team. A win-win situation.
Morale improves and problem resolution times are reduced.
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