Client Story: AT YOUR SERVICE, IN A MAJOR WAY…


CLIENT STORY FROM PARTNERS IN LEADERSHIP: AT YOUR SERVICE, IN A MAJOR WAY…

The Results: Exceeding an ambitious customer service score by over 15%

The Story: The Sony VAIO Service Organization set an ambitious goal to improve customer satisfaction scores by 15% over the prior year. They assembled team members from all functions and levels to work on achieving this and trained them in the Self Track Training. Although the goal had been communicated numerous times in meetings and assemblies, it wasn’t until they got everyone together in the context of the Accountability Training® and had a thorough discussion about what this goal really meant and what would be required to achieve it that the team fully realized just how challenging it would be. The focus of the Self Track Training was to create an environment where people collaborated and took true personal ownership for the customer satisfaction result.

As the team dug into every aspect and implication of the goal, the Vice President of the group, Steven Nickel, said, “The room got very quiet.” Once the team fully internalized the challenge, however, it became much easier to make significant progress on a daily basis. Their weekly Key Performance Initiatives meetings came to life as members from all areas, many of whom had never spoken up in these meetings before, now shared improvement ideas and took ownership to implement them. The outcome of this approach helped them not only achieve, but exceed the goal they had set! For these efforts and results the VAIO Service team was awarded the Chief Operating Officer Award from Sony Electronics that year.

According to Nickel, “I learned the equivalent of several volumes of business books from this experience. At the top of the list is getting aligned around the result throughout the entire organization. This doesn’t come from slide shows or speeches. It comes from engaging everyone on the team to get clear on what success looks like and what we need to do to achieve it.”

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