Using iWAM to Improve Customer Service Denis Coleman

What companies seek now ✓ Be strong in a number of areas (breadth) ✓ Have good Communication Skills ✓ Be Adaptable ✓ Be a People Person

✓ Why are Customer Relationship Management (CRM) levels falling in a recessionary period? ✓ What is the current Motivational profile of people working in Customer facing roles? ✓ How can a focus on a staff member’s Meta-programs through the iWAM test help to identify potential strategy gaps in relation to Customer Relationship Management? ✓ How can a combination of increased awareness on Emotional Intelligence and individual coaching be used to improve customer relationship management? Research Questions

Research Subjects

✓ iWAM Test ✓ Individual Report Feedback ✓ Follow on Development & Mentoring Research Process

Key Findings

✓ Reflecting & Patience (Reactive) ✓ Procedures ✓ Depth ✓ Sole Responsibility ✓ Seeing ✓ Time ✓ Place ✓ Activity Key Motivational & Attitudinal Patterns Note: No mention of ‘People’

✓ 67% of participants admitted to being in their roles because they needed a job rather than having a desire to pursue that particular role. ✓ 78% (all except the Lifestyle Centre) noted that training in dealing with customer was virtually non-existent, focusing instead on instruction on the product range and how to use the technology to process a sale. ✓ The use of iWAM provided participants with three benefits: o Increased the self-awareness of the client o The ability to recognise the Meta-programmes of those he/she interacts with o An understanding how their Meta-programmes could be perceived by others. ✓ The Control Group only matched 2 of the 8 Meta-programmes which highlighted for them the gap in their training to date. ✓ The absence of CS training means CS staff tend to substitute their own procedures for dealing with customers. o Moving between Sectors in the current environment further complicates this Key Findings (continued)

✓ Currently CS training focuses on process more than people. This needs to be addressed with a greater focus on Behavioural Training. ✓ CS tends to be based on the staff member’s own subjective reasoning, experience and expectations. ✓ Focusing on MAPs in the role provides greater understanding for CS staff in customer requirements and provides real development opportunities. Conclusions & Recommendations

✓ CRM Perspectives™ o (a new CRM Training program) will be launched in early 2014 through InnoChan Solutions ✓ Considering Ph.D. research to examine the motivational and attitudinal patterns in other functions Next Steps

Denis Coleman MA MSc MICF ACC (Behavioural Change Consultant) Tel: +353 (0) Social Media: