People are an integral part of any change that takes place within an organisation.
Process and system change often results in the need for a change in organisational structure, roles and responsibilities, which can involve short to medium term difficulties. We provide specialist support in aligning your organisation with your improved process model.
Ultimately, change initiatives fail unless you also consider the impact on the people in your business. Also change naturally brings fear to people as they are asked to give up what they know and break out of their comfort zone. They can feel unvalued or redundant, which often means they can become resistant.
Managing this is critical to its success but the problem is it’s often overlooked. It is essential to engage people from the start, which in turn eliminates the fear factor.
Providing reassurance and a positive message that whilst roles may change, people will be redeployed rather than lost, and roles will become more rewarding and forward looking, less firefighting and reacting.
We can provide assessment, coaching and training needs support for teams and individuals if required, helping ensure that they are prepared and ready to embrace rather than fear the necessary changes facing the organisation.
Areas we can help you with include:
Creating a "Service Excellence" Culture
Creating a culture of "service excellence" is a proven way of aligning all the critical activities of an organisation in order to survive, prosper and be effective in years to come.
To create or develop such a culture requires three essential elements:
How we add value
We can help your front line staff identify and deliver the products and services of your organisation in a way that is truly welcomed and valued by your customers, making them loyal to your organisation.
We can help all employees identify where the organisation could be more effective, drive behavioural and attitudinal change, provide a clear unifying purpose for the organisation and galvanise people behind this vision.
We can help managers and leaders in your organisation to adapt their approach to people management, be more self-aware, and provide the direction and support needed to make your organisation a great place to work, helping attract, engage, retain and inspire people at all levels.
We can provide all the coaching, training and consultancy required to enable you to achieve your aims and objectives, always with the customer in mind.
Whether you are a PLC, public sector, NGO, membership or charitable organisation, we can help you develop a focus on excellent customer service throughout your business, which will have a significant impact on customer satisfaction and loyalty and, ultimately, the long term success of your business.