We have worked with some great teams. Teams who are experts in their field; truly committed to the cause and proud of the knowledge that they hold.
These teams hit their SLA’s, their visual management is awash with green and they have fantastic people retention. This sounds perfect doesn’t it?
What about their customer’s experience though? Are their customers delighted about the service they receive? Are they leaving awesome reviews? Unfortunately, not always…
The performance of a team is one thing, but the experience a customer has with an organisation can be totally different. We’ve worked with high performing teams but when we get under the skin and gather the voice of the customer and map the end to end customer journey, it can be found that the customer has endured a complex, clunky experience, which has generated dissatisfaction.
So, how can a customer be dissatisfied with the service of a high performing team?
Let’s take a quick moment and look at a customer journey for changing your personal details with your bank:
You phone the bank, key in your account details into the automated service, and then you are presented to an advisor. You inform the advisor that you need to change your address and your bank details. The advisor asks you to confirm your account details, as well as other Data Protection being carried out. The advisor proceeds to make the necessary changes to your address. Once done, you are informed that another team has to update your bank details. You are then transferred through to the payment team. They ask you Data Protection questions again, and once satisfied, they update your payment details. The total duration of the call was over 14 minutes.
Although both teams met their own call time targets and carried out their Data Protection questions, the customer still left frustrated. Frustrated that they had to provide their account details verbally as well as electronically, frustrated that they had to speak to two different teams, and frustrated that they had to provide Data Protection answers twice.
If this bank put themselves in to the shoes of the customer and walked the process themselves, and documented the process end to end, they would quickly understand why their customers are dissatisfied and work out how to make improvements to the process. So, let’s not ask non value added questions, let’s design a process that delivers first time call resolution and therefore reduce hand offs, and whilst meeting Data Protection requirements, let’s not over process.
Attending a training course with Lean Consulting will provide you with a detailed overview of the tools and techniques required to document and analyse the end to end process and customer journey. The courses shall talk you through the challenges organisations face as a result of their silo approach to meeting customer demand, and the benefits of adopting collaboration and how much more productive and effective companies are if their teams are all rowing in the same direction.
Our training courses aren’t just about learning the tools and techniques of lean sigma either; you will also get so much value from collaborating with others in the room that will maximise your experience and learning.
We’d love to work with you and support you on your Continuous Improvement journey.