using iwam to improve customer service
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Using iWAM to Improve Customer Service. Denis Coleman. What companies seek now. Be strong in a number of areas (breadth) Have good Communication Skills Be Adaptable Be a People Person. Research Questions. - PowerPoint PPT PresentationTRANSCRIPT
Using iWAMto
Improve Customer Service
Denis Coleman
What companies seek now
✓ Be strong in a number of areas (breadth)
✓ Have good Communication Skills
✓ Be Adaptable
✓ Be a People Person
✓ Why are Customer Relationship Management (CRM) levels falling in a recessionary period?
✓ What is the current Motivational profile of people working in Customer facing roles?
✓ How can a focus on a staff member’s Meta-programs through the iWAM test help to identify potential strategy gaps in relation to Customer Relationship Management?
✓ How can a combination of increased awareness on Emotional Intelligence and individual coaching be used to improve customer relationship management?
Research Questions
Research Subjects
✓ iWAM Test
✓ Individual Report Feedback
✓ Follow on Development & Mentoring
Research Process
Key Findings
✓ Reflecting & Patience (Reactive)
✓ Procedures
✓ Depth
✓ Sole Responsibility
✓ Seeing
✓ Time
✓ Place
✓ Activity
Key Motivational & Attitudinal Patterns
Note: No mention of ‘People’
✓ 67% of participants admitted to being in their roles because they needed a job rather than having a desire to pursue that particular role.
✓ 78% (all except the Lifestyle Centre) noted that training in dealing with customer was virtually non-existent, focusing instead on instruction on the product range and how to use the technology to process a sale.
✓ The use of iWAM provided participants with three benefits:o Increased the self-awareness of the cliento The ability to recognise the Meta-programmes of those he/she interacts witho An understanding how their Meta-programmes could be perceived by others.
✓ The Control Group only matched 2 of the 8 Meta-programmes which highlighted for them the gap in their training to date.
✓ The absence of CS training means CS staff tend to substitute their own procedures for dealing with customers.
o Moving between Sectors in the current environment further complicates this
Key Findings (continued)
✓ Currently CS training focuses on process more than people. This needs to be addressed with a greater focus on Behavioural Training.
✓ CS tends to be based on the staff member’s own subjective reasoning, experience and expectations.
✓ Focusing on MAPs in the role provides greater understanding for CS staff in customer requirements and provides real development opportunities.
Conclusions & Recommendations
✓ CRM Perspectives™
o (a new CRM Training program) will be launched in early 2014 through InnoChan Solutions
✓ Considering Ph.D. research to examine the motivational and attitudinal patterns in other functions
Next Steps
Denis Coleman MA MSc MICF ACC(Behavioural Change Consultant)
Tel: +353 (0)85 1777951
http://www.innochansol.com
http://www.iwamireland.net
Social Media:
http://www.facebook.com/InnoChan.Solutions
http://twitter.com/InnoChanSol
http://www.linkedin.com/company/innochan-solutions