Success in Customer Management is achieved by changing the behaviour of 100% of staff by 10%, not by changing the behaviour of 10% of the staff by 100%.
The right level of changed behaviour only occurs if staff understand what it is that they are meant to be doing differently and have at least a reasonable level of enthusiasm for the new ways of working.
A clear view of the current levels of understanding and enthusiasm are critical to improving these in the future. The Customer Framework (TCF) approach to this is based on a thorough associate assessment. This may be paper-based, email-based or web-based; or a combination of all three. A standard set of questions is tailored for each client but follow a basic structure that uncovers a clear understanding of each person’s current thinking with respect to Customer Management as they understand it.
Each person taking part in the survey is positioned on a matrix representing their levels of understanding and enthusiasm. Staff groups and functions may then be overlaid to understand the specific challenges to be addressed. It may be that operational staff need a better understanding of Customer Management but managers need to have their enthusiasm addressed or that a certain group of employees are actively resisting the change and need to be engaged more thoroughly. Whichever it is TCF’s Associate Engagement Assessment will ensure that staff can be actively engaged in the change process.