Proffesionals centralize client with shared value
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Sector: Retail
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Period: 2014
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Keywords: Cooperation between client-serving professionals
The definition of “cooperation” had lost its meaning in a company where
client-serving professionals were competing for clients. An increase in
complaints and low retention of clients was a result. Various team-building sessions
did not result in any improvement. So first, a level playing field was created
in order to practice with the method of dialogue. Then, all professionals
involved were asked to focus on their definition of “shared value”. Last, through
highly unconventional role-plays participants were able to start managing
mutual expectations in a much more client focused manner.
Challenge for the future: mutual dependency between team benefits the client