Cathy Lasher was engaged by a sales driven software company that needed more from its customer service team. Their situation was complicated by an unhealthy internal competitiveness and poor team working.
We started with raising self-awareness, based on the non-threatening Myers-Briggs personality type indicator, and then provided a framework for and facilitated a series of workshops over several months, to develop a commonly-accepted ‘customer service’ approach.
Through this work it became evident that there were a number of individuals who were struggling to adopt the changes the company was demanding. We provided additional 1-2-1 coaching support to these individuals over 6 months.
The outcome: relationships and communications within the customer service team were markedly improved, and the team was able to provide more effective business partnerships with its revenue-producing counterparts.