BUSINESS RESULT INTERMEDIATE UNIT 11 "A brainstorming meeting"

Summary

In a brainstorming session at Quartz Power Group, Marcus leads a team discussion aimed at improving customer service following poor feedback. The team explores a range of ideas, from short and impactful slogans to cultural shifts that prioritize customer care. Key concepts include offering service beyond expectations, creating a loyalty program ('Customer Plus'), and ensuring customers feel valued and listened to. The group focuses on the importance of empathy, faster responses, and continuous improvement in service to enhance the customer experience. The session emphasizes collaboration and idea generation, with the goal of transforming the company's customer service approach.

Takeaways

• 😀 Marcus is leading a brainstorming session to improve customer service following poor feedback from a customer survey.
• 😀 The goal is to shift company culture, focusing on better customer care and developing a memorable, short slogan or program name.
• 😀 Marcus emphasizes that this is a brainstorm, so all ideas are welcome, and no evaluation of ideas should take place yet.
• 😀 A key suggestion is to have something visual that reminds employees daily of the company's customer service goals, like a mission statement.
• 😀 The team starts with the word 'customer' as the center of brainstorming, but they quickly explore broader concepts like 'doing things better' and 'helping more effectively.'
• 😀 David suggests thinking about the current state of customer service and comparing it to competitors to help define the target level of service.
• 😀 The concept of 'more than equals' is introduced, with the idea that customer service should exceed what competitors provide.
• 😀 'Customer Plus' emerges as a potential program name, suggesting a loyalty or rewards system focused on exceeding customer expectations.
• 😀 The group also explores customer needs, such as quick call response times, feeling valued, and being listened to, as key aspects to improve.
• 😀 The session results in several potential slogans, such as 'We Listen, You Matter' and 'Doing Things Better Every Day,' focusing on customer care and improvement.

Q & A

What is the main goal of the brainstorming session led by Marcus?

The main goal is to generate ideas to improve customer service following poor feedback from a customer survey.

Why does Marcus want to avoid using long mission statements?

Marcus believes that mission statements tend to be forgotten or are too long, and he wants something shorter and instantly recognizable.

What does Marcus mean by 'a message or a slogan'?

Marcus is looking for a short, memorable phrase or image that can serve as a reminder of the company's commitment to customer service, visible to all employees.

What is Marcus's approach to the brainstorming session?

Marcus encourages an open brainstorming session where all ideas are welcome, without immediate evaluation, to foster creativity and generate as many ideas as possible.

What idea does Anna contribute to the discussion?

Anna suggests focusing on the term 'good customer service,' but Marcus encourages a more catchy or succinct approach.

What is the significance of the 'equal symbol' idea raised by David?

David suggests the idea of using an equal symbol to represent the company's aim of providing customer service that matches or exceeds competitors' standards, focusing on what is expected in the industry.

How does Marcus respond to David's 'more than equals' idea?

Marcus embraces the idea of 'more than equals,' leading to the suggestion of 'customers plus' or 'customer plus program,' which emphasizes going beyond customer expectations.

What does 'customers plus' refer to?

'Customers plus' refers to the concept of offering more than just standard service, aiming to provide an exceptional and personalized customer experience that exceeds customer expectations.

What key concepts are highlighted from the customer's perspective in the brainstorming session?

Key concepts from the customer's perspective include wanting to feel valued, having calls answered quickly, and being listened to as an individual, not as an interruption.

How does the team connect the ideas about customer service to the company's culture?

The team recognizes that improving customer service is not just about better practices but about changing the company culture to genuinely prioritize customer needs and make them feel important.