T-Com wants to improve the satisfaction of its customers. The conceptual assistance provided by facts and fiction is based on involvement: about 3,500 executive managers are actively put into the situation of their customers – this is a realistic experience and direct role change aiming at providing the employees with a lasting eye-opening moment.
The better the relationship between the provider and the consumer, the stronger the customer loyalty. This is especially true on highly competitive markets like the communication market.
T-Com, the landline network unit of Telekom reacts to this fact by launching the project ’Partner für den Kunden – auf uns kommt es an!“ (partner of our customers – we are the ones they depend on!). The objective is to commit about 3,500 managers responsible for the personal and professional qualification of the T-Com staff to the new course of achieving ‘higher customer satisfaction’.
T-Com contacts us by phone, and facts und fiction comes to provide assistance – in order to implement the project. The particular challenge with respect to the conceptual approach is to take over an existing motto and, at the same time, to strike a new path.
An intense analysis of structures and behaviour patterns of the T-Com staff reveals all those core topics having a decisive influence on a successful relationship between the T-Com staff and their customers.
Our concept aims at direct involvement as only an active change of perspective and the personal experience of one’s own strengths and weaknesses allow to successfully accomplish permanent changes in the behaviour towards the customer – the employees must experience an eye-opening moment.
As a first step, all participants in the roadshow meet in a plenum. The event is started according to the conventional scheme, and the employees are pitilessly confronted with the existing problems.
After 20 minutes, the meeting is abruptly terminated and the participants are assigned to groups. There, they are not only informed about the customers’ point of view, but are also actively put into the situation of the customer – a realistic experience and direct role change. Two additional situations in the plenum and on the piazza familiarize the employees with all facets of the market and with the necessity to create and maintain intensive customer loyalty.
The project is designed to take a total of three years in order to make the staff embrace the results in their memory at long sight and to achieve a sustainable improvement of the customer service this way. The participants are provided with the necessary tooling to independently make use of their new skills directly at their work places.back to projects