Communication
The Problem
A technical customer service group with inadequate equipment knowledge and on-site problem resolution capability.
The Work
Conducted a training needs assessment and discovered an inconsistency in the culture of the group and their communication processes which led to:
- A new way of providing equipment operating and problem solving information
- A planned approach to all communication to ensure it was consistent with the culture
The Result
A more effective and knowledgeable technical service able to provide a better level of customer service.
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