Effective Customer Engagement
Effective customer conversations drive trust and reputation...
People’s discussions with frontline staff have a huge influence on how they feel about their area - far more than paper or internet communications or media coverage.
Staff can be key advocates for local public services - both for their own organisations and other services.
However, staff sometimes struggle to respond to difficult questions, deal with unhappy residents, or rebut negative perceptions or myths. This is a particular issue where trust or cohesion are low.
As budgets fall and expectations rise, the next few years will be tough for many organisations. Supporting staff now will help maintain trust and engagement, even in the most challenging circumstances.
How TCC can help
TCC’s approach goes far beyond ordinary customer service training: we know that traditional ‘mythbusting’ doesn’t work and can even make problems worse.
We work with public bodies to design locally based, emotionally intelligent ways to make communication more effective, working with staff to build genuine trust and engagement.
Our interactive, discussion based courses help staff
- understand key issues for local people.
- build rapport with clients.
- deliver bad news without worsening the situation.
- challenge negativity without confrontation.
The results?
TCC have provided Effective Conversations training to over 1000 frontline staff in Barking and Dagenham. In three-month follow ups, 83 per cent were using the techniques in the training in their work, and 95 per cent felt it helped the council provide a better service.
Last Updated on Tuesday, 12 April 2011 13:01