Case study Group Coaching: Communicative Strategies for Customer Care

Initial Position

Employees and executives of a large company in the German service industry had to balance their limited resources, like time, products, and abilities in customer care with justified claims and the needs of customers. This meant that personal limitations were and conflicts could not always be avoided. There was the potential danger that unsuccessful negotiations of limitations would either upset customers or emotionally weaken employees to a great extent. In addition, superiors of customer care had to bring the general framework/general set-up of the organization in line with the customers, the employees and their own needs.

Concept

The following goals were developed in accordance with the needs of the target group and the organization:

• Exploration of potential traps of saying yes or no
• Practice techniques to deal with difficult situations
• Find personal solutions for getting to a “right” yes or no

A combination of analysis, behavior-oriented techniques and the work with the personal experience of the participants was intended to provide a personal affiliation and allow for a personal change of behavior.

The following working units were applied:

• How to recognize different limitations and how to cross limits
• Typical yes-(wo)man or why one tends to go too far
• Exercise on self-assessment
• How to analyze own behavioral patterns and own blockages
• Paying attention to games: dangerous reflexes and fruitless encounters
• My 10 Rights
• Helpful tools and techniques:
  3-phase yes/no model, two-positions attitude, speaking positively etc.
• Exercises with personal examples and solutions
• First steps to make a change: An agreement with oneself

The modules follow a group dynamic orientation; yet can be adapted to the specific needs of the participants.

Result

In the context of internal personnel development, I regularly organize a two or three-day workshop called “Getting to a clear YES or No”. The participation is voluntary for employees. The qualifying training is taken into account for regular increments and promotions to executive positions within the organization. Depending on the needs of the group the mentioned modules of the workshop are combined and are constantly evaluated by participants. Some feedback:

“The presentation of the topics was very interesting, diverse, and well related to practice. This has contributed to a greater self-knowledge and has helped to address problems.”

“The workshop motivates you to respond clearly, as well as to get to know and define positive personal traits of yourself.”

“I have highly profited from the workshop. It will take time to recognize my limitations and set my limits, and this development it will continue … it feels good, and that is the most important experience.”

“Our personal needs and wishes were taken into account very well. Each of the participants could contribute his/her own experience and case studies were acted out. The handouts were very helpful.”

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