Challenge: A customer service team was having difficulty with communication. Fires du jour were the norm. In addition, they had no system or procedure to streamline communication or address customer concerns. As a result, conflicts were ubiquitous. This scenario is unfortunately all too common in teams that spend time on conflict or conflict avoidance. They are not able to deliver on time and are equally unable to produce the highest quality product, resulting in low morale, customer complaints and a decrease in return on sales.
Solution: Through a retreat and team coaching, we helped develop the skills necessary to succeed as a team, including communication collaboration, accountability and trust.
Results: Increased project delivery results as well as a higher level of employee engagement and customer satisfaction.
Impact: Higher customer satisfaction, boosting sales and referrals.