Finding Organizational Understanding

Have you ever asked one of your employees to give you a tour of the company explaining the services, history and culture?  How do you think they would do?

Most shoppers have had the same experience.  After walking around a retail store trying to locate an item, they find someone in the store uniform and ask for help.  The best case scenario is the person they find is able to guide them to the right location.  Oftentimes, that is not what happens.  The customer is then led through a maze of aisles by someone that also has no idea where the item is or even if it is an item the store sells.

When a customer calls our office or stops in, they expect our team to know what is going on and understand the business.   They do not want to be transferred multiple times.   They do not want to be given wrong answers.  Customers do not expect the Cashiers to be able to develop film in the Photo Area, but they do expect the Cashiers to know where the Photo Area is and have some idea of what happens there. Organizational understanding is customer service.

Tricom implemented an internal program called Circle of Success.  The Circle of Success is a program that has a strong customer service focus, and is designed to provide the entire community with a high level overview of each of the Tricom Departments.   The members of each department come up with  an hour and a half creative presentation explaining what the department does.

   -This program helps staff members understand the functions of each department

   -Employees see how their processes flow from one department to the next

   -Staff leaves knowing what they can do to help other Departments

   -The stronger organizational understanding allows for more idea sharing and creative problem solving

Employees need to be trained to be Organizational Tour Guides.  Their ability to effectively communicate your services and guide your customers to the best resources is a reflection of the organization as a whole.

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