One of the world’s leading experts on culture change, John Kotter of Harvard Business School, says that “the number one reason that organizational cultures don’t change is due to lack of communication by the leaders in the organization.”
We have built a number of resources into our 7 Step process to help to ensure adequate communication at all levels.
It is important that leaders at all levels take an active role in the communication process.
EPG PROVIDES A COMMUNICATION PROCESS & TOOLS
We work with your leaders to provide a communication plan and tailored communication tools, which help everyone answer three key questions about engagement:
WHY? —What is the rationale and business case for a culture of engagement?
WHAT? —What are our goals for our culture of engagement?
HOW? —How we plan to increase levels of employee and customer engagement?
The communication tools are tailored for our clients during the tailoring conference and typically include:
“ It is difficult to communicate with a customer who is emotionally upset with our service. I learned in the contact center agent workshop how to better understand the customer’s viewpoint, acknowledge their emotion, understand my reaction to their comments and talk to the customer about an agreeable solution. “
“ I learned how to manage my emotions when an angry customer calls. I now have skills to pause, reflect, listen and problem solve with my customers.”
“ I have more confidence now in how I handle difficult situations and I am looking forward to the team coaching of recorded calls for the first time.”
“ I’ve resisted upselling before. I now realize when I suggest an additional product or service I am responding to a customer need that I uncovered when I listened to my customer’s service request.”