Case Study: Increased costumer and employees satisfaction
1. Description of the initial situation
The company is a rapidly growing organization in the field of IT services and related professional services. In the course of growth and exponentially increasing challenges, it was necessary to have a structured and uniform way of dealing with customers in a professional manner.
Not all people with expertise in the field of information technology have the same level of expertise in dealing with conflicts or escalations. The IT company therefore decided to have its employees professionally trained in this area. The core challenge of dealing with customer situations that are not always easy was to be solved professionally.
2. Goal of the customer
The customer's defined goal was to deal with conflicts and escalations in a structured and goal-oriented manner.
Emotions often run high in this area when situations are not optimal. Only when a clear procedure is known and internalized is it possible for employees to act to the highest possible satisfaction of the customer. It was the declared goal of the training measure not only to tell or show this procedure, but to transform it into an actively applicable understanding among the participants.
3. Format for participants
The participants were located in different places all over the country. The organization always offers employees that the work is also perceived in the course of a Work From Home concept. Due to the high readiness and high frequency with customers, an implementation in presence would have been difficult or impossible to organize.
Therefore, it was decided early in the planning phase to conduct the entire training online. The entire platform, all accesses as well as the entire organization of the execution was carried out by the Kitzmann Institute, so that the customer did not have to clarify any administrative issues.
4. Result and view into the future
The training was fully evaluated. In addition, feedback was obtained from the participants as well as from those responsible.
The entire measure was assessed as excellent in its entirety and without any reservations.
The participants were able to gain profound, well-founded and practical knowledge on the subject, which could be applied directly afterwards. The high practical relevance and the experience of the trainer were particularly appreciated. Further measures in the area of employee development are planned for the future.