Customer service improvement

Client

Not for profit

Problem/Opportunity

The CE wanted to redesign one of the business groups to better reflect the needs of its clients. 

Approach/Solution

We undertook a review of the group, helped with the design of the new structure, wrote the consultation documents and all new position descriptions.

We also managed the interviewing and appointments process.

Outcome

The new structure was accepted and implemented leading to clarity of roles and improved customer service.


Customer service delivery turnaround

Client

Regional Authority

Problem/Opportunity

The CE wanted to bring about significant changes in culture to improve its customer service delivery which was one of the worst in the country. They undertook engagement and customer feedback surveys and needed help to take them to implementation stage.

Approach/Solution

We wrote a comprehensive change and organisational development management strategy based on the surveys’ results. We also worked with the CE, Senior Management Team and third tier managers to help them implement the strategies by running workshops andtraining sessions.

Outcome

The practical solutions based on strategic thinking that were developed enabled them to put in place changes that made a real difference to the way they did business. The results and improvements, based on customer feedback, were obvious in a short space of time.


Delivery of services improved

Client

Argest - Building & Compliance Management

Problem/Opportunity

As the company expanded and through the creation of some vacancies, the GM had the opportunity to review its structure and reporting lines.

Approach/Solution

We worked with the GM to identify several options for a potential new structure in one of the teams. Position descriptions were updated to better align with new reporting lines.

Outcome

The team now has new reporting lines and roles which were successfully implemented and have led to greater clarity and improved delivery of services.


New behaviour: better customer service 

Client

Capital Coast DHB

Problem/Opportunity

Entrenched behaviours within a team was preventing cooperation, information sharing and timely turnaround of work requests.

Approach/Solution

A workshop was held for the whole team to agree on new behaviours and action plans and how these would be implemented and progress measured.

Outcome

By lifting performance, the team and manager restored their credibility,  improved processes and ultimately offered better customer service.


Setting performance expectations

Client

Not for Profit Call Centre

Problem/Opportunity

The manager of the call centre wanted to implement a competency-based framework to support the development of its people.

Approach/Solution

We led workshops with the managers and team leaders to identify a set of Lominger competencies that were then translated into new position descriptions and development plans.

Outcome

The new competencies were adopted leading to greater clarity around performance expectations for call centre staff.