A large international insurance company IT department

Author: Jose Sanchez

PROBLEM
The workers in the information systems division were technically excellent but lacked in human behavioral skills. One employee in particular was exceptionally intelligent and knowledgeable but had a pessimistic, cautious and negative attitude.

One of the groups, the "Help Desk" was informally called the "Dis-service Desk" by the rest of the company.
The group's mission was to assist all employees and affiliates of the company in resolving their systems needs. To do this, customer service skills needed to be developed or improved.

SOLUTION
Management Resources Inc. (MRI):
Observed the operations of the different groups and their dealings with the customers
Customized its customer service program to address the specific needs of this technical group

The program included:
Customer Service Skills
Basics of Service Recovery
Systems Personnel Temperament Profile
Personal Change
Personal and business goals
Customer's "Bill of Rights"
The program was administered to all personnel

RESULTS
Results were visibly very fast:

Personnel who have attended the program show dramatic improvement in attitude and their dealings with the customer.

The satisfaction ratings from the customers have increased from 5.8 to 6.7 on a scale of 1 to 7 after doing one group.

The intelligent individual with the negative attitude (referred to above) has become the informal leader of the group, participating in inter-functional meetings, practicing team work and taking the initiative to teach others.
The Help Desk was recognized by the Vice President of the Information Systems division for their customer sensitivity and improved approval ratings.

A "Customer Bill of Rights" with 10 customer expectations was developed, indicators implemented and it became the management guidelines and the objectives for the organization.
Customer satisfaction improved about 18%, as measured by feedback cards the customer prepares after their work is completed.

About the Author

Managing Partned, Management Resources Inc.