“Since it’s the last session of this intensive up-skilling journey, I want you to know that I did appreciate your commitment from the very first workshop and I’m proud of the results that you have achieved…” That’s what I said last Wednesday kicking off the last leg of my Customer Culture Academy, after working with a client company for 3 months. An then, what happens after completing such a compelling path?
What we have done together
Firstly, let me provide you with a full context. This international client company hired me because they had a specific goal: getting every department aligned with a common, homogenous customer-centric approach. Therefore after listening to their pain points, needs and acquiring all relevant information, I designed and delivered a tailored version of my Customer Culture Academy to engage managers belonging to various departments (customer service, internal sales, branches, marketing, IT). In particular, this evolving path was based on the following key topics – aka areas of improvement:
- Embracing a customer centric mindset – what does it mean and what’s the ultimate goal for the company you’re working in.
- Stakeholder management – the common values to start from, potential frictions to prevent and opportunities to enhance communication with the end customers, as well as with other departments, sales branches and vendors.
- Cross-functional collaboration – promoting and enhancing a ‘no silos’ working approach regarding core activities such as conversations, tools and processes.
- Time Management – how to optimize tasks and interactions both with internal and external customers, defending top daily priorities from interferences.
- Objection and negotiation – how to say ‘no’ constructively and effectively during digital conversations, calls or meetings, maintaining positive relationships with customers and colleagues.
💡 Here you can learn more here about critical skills on the rise.
What’s next after completing this path?
The day after the end of this up-skilling path had to be a different one for all participants. In fact they were assigned a meeting with this task: ‘planning & commitments’. In a nutshell, participants set up an action plan that they start executing the first day after completing the Academy. Such an extension consists of both individual and department’s commitments and has a double goal: preventing participants to get back to old habits by letting them working and promoting Customer Culture towards the rest of the staff. Gradually and consistently.
Why this up-skilling journey was intensive
Essentially there are two main reasons. In fact 50% of each session time was dedicated to exercises and interactive activities to let participants apply concepts into practice – simulating situations they deal with regularly. Moreover, we agreed to work with a weekly frequency in order to maintain high focus and concentration – during and after each workshop.
Have great conversations.
P.S. Stay in the loop.
Credit image: Unsplash.com.
