Tamas Gall

Employee Engagement

HOW WE USED STORY TO DEFEAT
RISING CUSTOMER COMPLAINTS
IN JUST 9 WEEKS

fRIDAY 27TH NOVEMBER

13:30 – 13:45

This story is about a service provider where the number of customer complaints has increased so much that it has been difficult to respond. At the same time, the number of subscribers together with the expected sales revenue started to decrease - initially to a lesser- and later to a greater extent. After an in-depth analysis, it became clear that poor field service delivery caused the problems. The solution is to measure customer satisfaction after colleagues have done the work on site. This metric takes the story forward, the more positive feedback you receive, the more hidden elements are revealed.

Continuous rewarding resulted in a change in behaviour. The service team used the solution beyond working hours, prepared for the next challenge and shared their experiences in the system.

Finally, as a result of the field service team’s efforts, the increase in complaints stopped in a measurable way. It was fun and cool for employees and beneficial for the company.

Thanks to our day sponsor

About Tamas Gall

CEO at Motivive. I spent 18 years at multinational IT companies like Avaya, Oracle and IBM in different sales-, and leadership functions. Later I jumped into consulting business to help companies in customer relationship type of challenges. Whenever we were involved the goal was to improve the performance of our customer. During these times I recognized the missing focus on people so decided to put employees in the centre, and developed a web application that helps companies to motivate, engage and develop employees using a fun, role-playing approach. I am engineer, I have two kids, I am fan of flight simulation games.

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