January 11, 2017
To help us become one of the leaders in customer service, J Browne have enlisted the help of Blue Sky Performance Improvement, a multi-award winning consultancy who specialise in driving customer service transformation. Working together we have developed the ‘Eyes Up’ training programme aimed at driving customer service improvements within our Metering contract at Affinity Water.
To kick start our programme of work, we invited our managers from the Affinity Water contract to join us in a ‘Leader as Coach’ session. Facilitated by Blue Sky this session started by delivering the compelling story, as defined by our client, for why a customer service programme is so important. Following this, our teams were up on their feet exploring what barriers they may face in making this service happen. Using Blue Sky’s accountability ladder the teams were challenged to take ownership for each of the barriers and assign targeted actions and steps to move these from barriers to opportunities.
Closing out the session our mangers were provided with coaching cards and a ‘Leader as Coach Toolkit’ to support them when out on the frontline. They will then be given some 1-2-1 coaching out in the field before coming back into the classroom to present their experience to Paul McMahon, our Managing Director.
A few comments from our delegates:
“The session was extremely useful and enjoyable”. John Chandler, Supervisor.
“It’s refreshing to see the change in attitude our operational managers have towards customer service after the day with Blue Sky. I am certain this will have a fantastic impact on the way we work out in the field”. Mark Durrant, our Operations Manager.
Next for the ‘Eyes Up’ programme is to continue the journey with our frontline teams.