Satisfaction (KPI Improvement) Workshop

task force -- action plan :align everyone with same understanding

I'll come back to you next Monday
--> expect solution on next Monday
--> (x) not request for more info from customer on next Monday

Proactive
Responsive
Reliability (commitment)
Constant (same understanding)

issue management - fix issue -- quick
problem management - solve problem -- take time to do it

We know this is very difficult, but if you really want it, we can give you the alternatives.

Show professional:
1. language (simple)
2. tone (right)
3. gesture (eye contact)
4. appearance (first impression is last impression)

CAPA correction action, prevention action

Teamwork Excellent
1. trust
2. confident
3. forgiveness
4. commuication techniques
5. verbal techniques
6. understand each others roles and responsibilities
7. support each other

response with content
keep to promise
professionalism - attitude

what kind of support you need from management team/HR training

innovative - can you do something differently
suvery feedback areas: communication, IT system, working model

HEAR : it right
Highlight the key words
Explain in your own words
Accentuate attentive behaviors -eye contact
Review understanding

3-S review start with any of the following statements
1. let me summarize
based on what I've heard, I understand that you want....
based on what you've shared with me, you would like to ...
2. summarize all that the other person has said with 1 statement
3. seek for agreement by asking the questions "Am I right ?"
"Is that right ?"

Ask it right
Ask for permission : assure the other person that the objective is to find the solution
state the request to claify
Select the right questions
Keep an open mind

Select the right question
Broad question -- why do you feel that way
Focus question -- when did you send in the request
Probing question -- can you share with me more details

Keep an open mind

Guideline on posititive verbal communication
WATCH
warmth
appeal : may i suggest ..., would you able to... Is it right with you..
Task the last time -- remove the word "you"
(x) you have to wait until next week for the change request to be done
(o) report will be done by next week
Count on me -- I'll check it our for you. Sure, I 'll do that for you
Hit word -- I'am sorry that you, ... please..
Avoid the "word" problem
(x) what's your problem --> please tell me what happened
(x) your problem is really serious --> the situaton is very unique


Confident --> Value --> Visibility
Creativity + Consistent + Reliability + Responsive + Proactive

Behavior = Professionalism

Hope is not a strategy
Mindset --> Open mind --> Talk --> Trust
<< OCT review>>
<< demand management>>
<< presentation skill>>
relationship management

List lut 10 points "how" ,"action", "execution"
1. Promise : HT
2. Quality: JL, FP
3. Automation: KT, WC
4. Growth/Achievement --> [recognization] : TW, SY, MP, AH
(motivation, create recognization, encourage others)
5. Solution --> Innovative :
6. Responsive: SJ, JT
7. Professionalism: JL, BL
8. Prevention: MC


What is satisfaction ?
Must know where our customers are ?
very good
good
poor
very poor