Using iWAMto

Improve Customer Service

Denis Coleman

What companies seek now

✓ Be strong in a number of areas (breadth)

✓ Have good Communication Skills

✓ Be Adaptable

✓ Be a People Person

✓ Why are Customer Relationship Management (CRM) levels falling in a recessionary period?

✓ What is the current Motivational profile of people working in Customer facing roles?

✓ How can a focus on a staff member’s Meta-programs through the iWAM test help to identify potential strategy gaps in relation to Customer Relationship Management?

✓ How can a combination of increased awareness on Emotional Intelligence and individual coaching be used to improve customer relationship management?

Research Questions

Research Subjects

✓ iWAM Test

✓ Individual Report Feedback

✓ Follow on Development & Mentoring

Research Process

Key Findings

✓ Reflecting & Patience (Reactive)

✓ Procedures

✓ Depth

✓ Sole Responsibility

✓ Seeing

✓ Time

✓ Place

✓ Activity

Key Motivational & Attitudinal Patterns

Note: No mention of ‘People’

✓ 67% of participants admitted to being in their roles because they needed a job rather than having a desire to pursue that particular role.

✓ 78% (all except the Lifestyle Centre) noted that training in dealing with customer was virtually non-existent, focusing instead on instruction on the product range and how to use the technology to process a sale.

✓ The use of iWAM provided participants with three benefits:o Increased the self-awareness of the cliento The ability to recognise the Meta-programmes of those he/she interacts witho An understanding how their Meta-programmes could be perceived by others.

✓ The Control Group only matched 2 of the 8 Meta-programmes which highlighted for them the gap in their training to date.

✓ The absence of CS training means CS staff tend to substitute their own procedures for dealing with customers.

o Moving between Sectors in the current environment further complicates this

Key Findings (continued)

✓ Currently CS training focuses on process more than people. This needs to be addressed with a greater focus on Behavioural Training.

✓ CS tends to be based on the staff member’s own subjective reasoning, experience and expectations.

✓ Focusing on MAPs in the role provides greater understanding for CS staff in customer requirements and provides real development opportunities.

Conclusions & Recommendations

✓ CRM Perspectives™

o (a new CRM Training program) will be launched in early 2014 through InnoChan Solutions

✓ Considering Ph.D. research to examine the motivational and attitudinal patterns in other functions

Next Steps

Denis Coleman MA MSc MICF ACC(Behavioural Change Consultant)

Tel: +353 (0)85 1777951

denis@innochansol.com

http://www.innochansol.com

http://www.iwamireland.net

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