Forum Overview
In this session, Jeff Mowatt facilitates an open forum discussion amongst your team members on how to prevent your customers' most common recurring complaints.
Outcomes
- Reduced customer dissatisfaction - increased customer loyalty, referrals and repeat business
- Improved productivity - less time and money wasted fixing preventable problems
- Greater sense of teamwork and awareness of the team's interdependence
- Renewed employee engagement - a sense of moving forward and feeling valued
- Reduces the spirit-sapping drudgery of unpleasant history repeating itself
Why this works
It's been said that awareness is half the battle. The open discussion format ensures that each individual understands the impact of one person in an organization dropping the proverbial ball. Collectively, the group determines which customer complaints are the most serious. Outdated processes are discussed and revised. Possible solutions are evaluated and agreed upon while everyone is in the room.
Jeff's facilitation process insures that:
- The discussion remains constructive
- Every person - no matter how shy or reserved - feels 'safe' in sharing their opinion. Jeff breaks the forum into smaller groups so no one is forced to 'speak in public'.
- No single team member or team leader dominates the discussion
- The session concludes with a written, commonly agreed upon plan of action
- The forum itself is fun and morale boosting
Essentially, the forum works because as employees are involved in the discussion they are 'buying-in" and owning the solution. That's motivation that comes from within. This can be done in as brief as a half day (3 hour) session. To determine if this is the right option for your group, call Jeff directly at 1-800-JMowatt (566-9288). Or email us at info@jeffmowatt.com
