Developing technicians for greater customer satisfaction

Why train technicians for something that smacks of soft skills?

The situation is similar to other businesses. The mall negotiates contracts with clients for millions, and at one point brings in a technician to deal with the installation and subsequent service with the client. And customers perceive not only the technical side of the relationship but also their feeling of mutual communication and cooperation with the technician. And even according to him, they decide whether to stay or go to the competition next time.

What was the goal?

Behind the decision to invest in the development of technicians was a clear business need in 2 levels:

• Quality — without proper care, client satisfaction decreases
• Sales — Customers without due care often make repeat purchases from competitors

The winner of the debate about how we will monitor the results of the development program was customer satisfaction.

And what are the results?

Customer reviews tell the story of an increase in their satisfaction in all monitored indicators (speed of solution, resolution, exit, communication, speed of onset, speed of response):

How did that work out?

The results of the program are the interplay of multiple factors and parts.

At the beginning, Lukáš and I looked at what the success of the program means from a business point of view and what indicators will tell us if and what results the program has in practice.

1. How we will evaluate success

We described what technicians should do differently to increase customer satisfaction and selected priorities.

2. What needs to change

Delicate re-tuning of reporting and processes so that they do not hinder the expected change, but instead support it.

3. How we can help change

Motivating and practical development workshops that work both with the taste of technicians to do their job a little differently.

4. What we teach people

Workshops focused on the ability to change communication with customers, with an emphasis on empathy and effective expression.

5. How to improve communication

Continued support of Luke to his people, reminders of the meaning and expected outcome of the program, and sometimes stricter and sometimes kinder supervision that technicians put into practice what they learned in the workshops.

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“For a long time I suspected that we needed to give customers something extra and one of the ideas to do that was to promote soft skills in our team. Honestly, it took years to get to the point where my tech establishment accepted these ideas and allowed myself to reach specialists from a reputable humancraft company. I was all the more surprised by the tremendous potential of our development, especially that of colleagues who have top expertise and experience in a completely different discipline - analytical chemistry and measurement technology. A series of trainings led by erudite humanities lecturers tailored to the environment in which we operate had an extraordinary impact on the satisfaction of our customers. “

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