My customer service consulting firm conducts many visioning workshops for clients. The workshops can address the Mission, Vision, Values, Core Beliefs, Statements of Desired Culture, and Definition of a GREAT Client Experience.
At the client’s request, two of this year’s Visioning workshops have incorporated something different and interesting. The Visioning work is necessary because these particular clients are growing, and with new staff and – at times – new functions, there is a lack of understanding that’s developing.
Who works in other divisions? What do they do as individuals? What do they do as a division? How do they impact me? How do I impact them?
Issues can arise because of a lack of understanding of others serving the same customer, others who are “my internal customer,” or those that “serve my department.” There’s miscommunication. There’s a customer being misdirected. There’s one department operating as normal without realizing they’re causing problems and customer complaints for another department.
As a part of these workshops, early on we have leaders of key departments or divisions make 5-minute presentations to others in the room. The presentation can be in any format and any level of formality desired – flexibility is offered to the presenter. However, the focus of the presentation has no flexibility. Every presentation has to answer this key question:
What does your division do for the customer?
If the presenter would like to present other information, they could provide information on services, functions, and/or benefits to the customer. Q&A follows, understanding of common customers and interrelationships are brought to light, and a movement toward a common vision can now begin.
It’s amazing what benefits can result in simple five minute presentations, Q&A, and seeing what everyone in the organization does framed around the customer.
Frame conversations around the customer. Make 5-minute presentations to co-workers.
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