The Situation: One of Inc. Magazine's 100 Best Companies to Work For 2010
- Service providers in India, Philippines and the US viewed each other as competitors.
- Previous joint meetings had been adversarial.
- Providers believe that their issues were not heard by the company.
- Meetings include lots of complaining with no action or agreed to solutions.
The Goal:
- Streamline customer service hand-offs between the Philippines, India and the US service providers.
- Concerns and opportunities worked through with all providers to generate agreed to processes.
- Facilitate ongoing collaboration.
The Solution:
- Design and facilitate joint meetings and processes where conflicts are raised and resolved cooperatively. More...
- Create a safe environment where people believe they will be heard, concerns can be discussed, solutions explored and decisions made to benefit both the providers and the company.
- Provide training to improve listening and speaking and apply these new skills in the joint meetings.
Services Provided:
The Results:
- Providers and company personnel worked together cooperatively, creatively and productively.
- All parties were grateful that they had a chance to participate in these first-ever successful meetings.
- A multitude of critical and not so critical concerns were raised and resolved.
- Outstanding issues and concerns were identified and specific next steps and agreements were defined to gain resolution.