A large international insurance company IT department

 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.

 Jose Sanchez

More Articles 

Everything You Need to Know About Life Insurance - Peter Wise
Life insurance is a type of protection that can be bought and insures the buyer in the event of death. The risk that is assumed by the insurer is the risk of death of the insured. Life insurance is a very good purchase in order to protect a family,...

Do I need travel insurance? - Fern Kuhn RN
Do I need travel insurance? In the United States health insurance, unlike many other countries, you can find dozens of Blue Cross Blue Shield plans. Hundreds of regular commercial insurance and so many more health insurance plans like managed-care...

Student Health Insurance - Tony Novak
Students often wonder if they really need health insurance. It seems like a reasonable question when you are young and healthy and seemingly invincible. After all, almost everyone who knows how to access the health care system is provided with basic...

Buy Life Insurance Online and Save! - Brad Triggs
There are many ways to research and buy a life insurance policy, but the fastest and most affordable way is to buy life insurance online. This way, you can supply the most accurate information and compare the greatest number of different quotes and...

Types of Long Term Care Insurance - Tim Gorman
Regardless of what some people might think, medical insurance will not cover the expenses and services that long term care insurance covers. There are three types of long term care insurance. The first plan is the skilled nursing care. It has to...

Buying Term Life Insurance on the Internet - Terrell Taylor
In the last few years the growth of term life insurance sales via the Internet has exploded and created many new on line life insurance agencies. In the past consumers were skeptical about buying any products or services on the world wide web,...

Pet Insurance - A Waste Of Time? - Michael Challiner
According to a survey published by Mintel, one in three pets needs an unexpected visit to the vet each year. This means that you are more likely to claim on your pet insurance than on a home & contents policy or even your car insurance. The...

Health Insurance for International Travelers - Tony Novak
If you are planning a trip overseas then you have probably wondered how your US medical plan will cover you outside of the U.S. If you have a managed care (HMO) plan, then you might not have any coverage outside of the US. Any coverage you do...

Importance of Professional Liability and Malpractice Insurance! - Danni R CMA CCMA CMAA FLWD
Contrary to popular belief you don't have to cause severe injury to a patient to face a serious law suit as a consequence of your actions or failure to act. As "little" as not following standards of care, indifference (as "little" as failing to...

Guide to Car Insurance - John Mussi
Here is a useful guide to car insurance. Buying car or motor insurance is important as it is legally enforced in the UK . You are required by law to have a policy to cover your liability to other road users. Car Insurance protects motorists and...

Insurance For The Self-Employed - Jeff Colburn
The biggest concern I hear from people who are thinking about starting, or already have, their own business is the lack of medical insurance. What most people don't know is that there are many options available that will allow you to have both...

Term Life Insurance - Save Money The Smart Way - Rick Hendershot
Term life insurance is the easiest type of life insurance to understand. To put it simply, the insured person pays a minimal premium per thousand dollars of coverage on an annual, semi annual, quarterly or monthly basis. If he or she dies within the...