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Using iWAM to Improve Customer Service

Using iWAM to Improve Customer Service. Denis Coleman. What companies seek now. Be strong in a number of areas (breadth) Have good Communication Skills Be Adaptable Be a People Person. Research Questions.

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Using iWAM to Improve Customer Service

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  1. Using iWAM • to • Improve Customer Service Denis Coleman

  2. What companies seek now • Be strong in a number of areas (breadth) • Have good Communication Skills • Be Adaptable • Be a People Person

  3. Research Questions • Why are Customer Relationship Management (CRM) levels falling in a recessionary period? • What is the current Motivational profile of people working in Customer facing roles? • How can a focus on a staff member’s Meta-programs through the iWAM test help to identify potential strategy gaps in relation to Customer Relationship Management? • How can a combination of increased awareness on Emotional Intelligence and individual coaching be used to improve customer relationship management?

  4. Research Subjects

  5. Research Process • iWAM Test • Individual Report Feedback • Follow on Development & Mentoring

  6. Key Findings

  7. Key Motivational & Attitudinal Patterns • Reflecting & Patience (Reactive) • Procedures • Depth • Sole Responsibility • Seeing • Time • Place • Activity Note: No mention of ‘People’

  8. Key Findings (continued) • 67% of participants admitted to being in their roles because they needed a job rather than having a desire to pursue that particular role. • 78% (all except the Lifestyle Centre) noted that training in dealing with customer was virtually non-existent, focusing instead on instruction on the product range and how to use the technology to process a sale. • The use of iWAM provided participants with three benefits: • Increased the self-awareness of the client • The ability to recognise the Meta-programmes of those he/she interacts with • An understanding how their Meta-programmes could be perceived by others. • The Control Group only matched 2 of the 8 Meta-programmes which highlighted for them the gap in their training to date. • The absence of CS training means CS staff tend to substitute their own procedures for dealing with customers. • Moving between Sectors in the current environment further complicates this

  9. Conclusions & Recommendations • Currently CS training focuses on process more than people. This needs to be addressed with a greater focus on Behavioural Training. • CS tends to be based on the staff member’s own subjective reasoning, experience and expectations. • Focusing on MAPs in the role provides greater understanding for CS staff in customer requirements and provides real development opportunities.

  10. Next Steps • CRM Perspectives™ • (a new CRM Training program) will be launched in early 2014 through InnoChan Solutions • Considering Ph.D. research to examine the motivational and attitudinal patterns in other functions

  11. Denis Coleman MA MSc MICF ACC • (Behavioural Change Consultant) • Tel: +353 (0)85 1777951 • denis@innochansol.com • http://www.innochansol.com • http://www.iwamireland.net • Social Media: • http://www.facebook.com/InnoChan.Solutions • http://twitter.com/InnoChanSol • http://www.linkedin.com/company/innochan-solutions

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