As an organisation, Raglan Housing was implementing a significant change programme. Efficiencies were being sought and, with the pace of change expected to continue, it was vital that departments could meet the needs of their internal customers; of particular focus was the IT department.
Without a high performing IT department, Raglan would not be able to sustain the outstanding performance they sought to provide to Raglan tenants. Communications needed to be improved, respectful relationships needed to be maintained, and expectations managed.
Here's how we helped...
We examined team mindsets, perceived challenges, roles and capabilities. We observed customer interactions and conducted perception research, collecting specific examples of transactions to share with the team.
We hosted a ‘Live Experience Day’ for leaders and analysed experiences in order to explore the key 'moment of truth' factors. We developed a bespoke Masterclass “Leading the IT Customer Experience” and hosted Frontline Workshops – three half-day sessions over three months covering customer experience, managing ourselves, and expectation management.
Customer Satisfaction Score rose from 75-86% on IT Service desk.
New customer experience language was effectively introduced into the department.
New service leadership behaviours have enabled better team performance through regular team coaching and feedback.
A new customer experience induction programme enables the team to deliver consistent customer experiences.
“The training was realistic and enjoyable. I learnt so much.”
“Derek is a very engaging trainer, I understand now how to deliver a great experience through my language and actions.”
“The training was very motivational and useful. I see we need to change and raise our game. The techniques are easy to use.”