Problem Definition The client was upset with the support team that was responsible for trouble shooting the technical issues that happened at the client site. While the client was happy with the technical capability of the team, what frustrated them was the inability of the team to communicate the solution.
The team provided most of the solutions through email. Since the language ability of the team was poor and they were not clear in communicating the technical solution in easily understandable terms, the problems remained, causing huge downtime.
Our Approach Our consultants designed a program on Problem Solving through email and delivered this program over 3 half days to ensure that productive time of the team was not lost and at the same time, the effectiveness of the program was maintained.
The program was used to create templates for various issues that were reported thereby reducing the complexity in detailing the solution. Standard phrases were also created for known problems. This resulted in higher time availability for the team to focus on technical issues, thereby increasing their efficiency and at the same time increasing the clarity of the communication.
Benefit to Client
- Increased client-satisfaction
- Higher efficiency of the support team
- Lesser conflicts between the teams
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