| These ‘work
stories’ are intended to provide
a picture of how VanArsdal & Associates
has helped, and is helping, leaders and
organizations be successful in organizational
change and transformation.
These stories highlight
specific work, and are not intended
to fully describe the work VanArsdal
and Associates can do in any one
category.
For more information, please
contact Al VanArsdal at info@helpingchange.com
Customer Service
A customer service group (individuals
with process ownership for customer service
in all locations) engaged Al and an associate
to help create a customer service process
and program for a healthcare institution.
At a day and half retreat, they took
a unique approach to the task:
- They asked some participants to role-play
as representatives of a (fictitious) ‘newly
acquired’ clinic.
- During the session, they asked participants
to provide the new guys with one-flipchart
summaries of ‘what we are like
when we’re at our best’ in
helping our patients.
- The ‘new clinic’ leaders
heard presentations on the work, and
then encapsulated what they had heard
into a few propositions. In the lively
discussion that followed, the group
defined the ‘five pillars of
customer service’ and the CEO
(in attendance) then committed to build
the program around these.
- Specific initiatives were identified
in each of the areas, an on-going work
schedule was set up, and assignments
were made to continue developing and
implementing the plan.
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