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. LTA was engaged to design, pilot and deliver customer service modules for over 75% of the workforce in customer facing and internal roles.

The Approach

LTA 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 to date has been positive, with participants noting the sessions have been impactful for them, with ideas they will easily be able to use. The full program will be rolled out across the whole organisation in early 2016, establishing a common understanding of how individuals and teams can work collaboratively to exceed customer expectations – every customer, every conversation.

Capability

Identify and develop the key people in your organisation.

Identify and develop the key people in your organisation. Maximise potential to develop the next generation of leaders.

LTA’s tailored leadership and talent development programs build capability for your future success. We identify and develop the top... More...

Culture

Develop a shared understanding of the why and how of your organisation.

Develop a shared understanding of the why and how of your organisation. Build unity and purpose; build culture.

With expertise and insight, LTA works within complex organisational systems to build culture. We work with you to design strategic,... More...

Connection

Nothing is more powerful than connected teams and organisations.

Nothing is more powerful than connected teams and organisations. With clarity and commitment, set the groundwork for organisation-wide success.

Through intelligent organisation design, LTA builds pathways to empower your people to connect and perform. Our process... More...