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Some of our clients who are now using Dramatic Art . . .
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Congratulations to Telstra for the release of stage one of their ‘Actor Studio Tool Kit’ Karen Woodroofe Telstra Consumer Sales and Service.
“Our Customer Experience Library is our one stop shop where consultants can ‘hear’ samples of ‘Great Customer Experience’ calls. We use Dramatic Art to support our library demonstrating the difference between a ‘needs improvement’ call - re-enacted from original calls and then professionally recorded - and a ‘Great Customer Experience’ call – a rescripted version of the original call.
This model has been very helpful to assist team leaders with their coaching sessions, it allows them the opportunity to demonstrate rather than try to talk about the change. The recreated calls have also been edited to also meet elements in our call flow models to assist in demonstration. The library is now also being used in our Induction Program. The next stage in our evolution is to also include coaching sessions based on our recreated calls - this will enable team leaders to increase their coaching skills - and demonstrate what coaching can sound like to ‘shift the needle’.”
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Australia Post - “These are really powerful in taking the theory and enabling our people to hear it in action.” Australia Post have recently completed their first Dramatic Art Project to support their consultants and most importantly Team Leaders. Several professionally recorded audio scenarios were completed to demonstrate ‘how to have difficult conversations’ – setting the right expectations with the customer that create a positive impression of Australia Posts Customer Commitment.
These recordings are now being used in induction training to reinforce both skills and process knowledge and also in coaching sessions to let the consultants hear other ways the call could have been handled. They are playing a critical role in moving consultants from understanding what the opportunity is to improve in their calls to knowing how to make the improvement.
Additionally, scenarios between Team Leader and Consultants were also developed in order to support their focus on leadership development. These Dramatic Art scenarios portray ‘how it sounds’ to coach on performance, attitude, attendance issues and other key areas, and how these situations can be handled effectively and positively with an emphasis on gaining consultants commitment to improve.
“The CEAD recordings allow our consultants and managers to hear in action how certain conversations play out and hear some suggested techniques in getting the most out of these conversations. These are really powerful in taking the theory and enabling our people to hear it in action. Using Dramatic Art gives our people a much more complete picture of our expectations, and also some ways they can meet those expectations.”
Danielle Grehan, Call Centre Manager e Services |
March 2011