Customer focus

A switchgear manufacturer implemented the One Minute Wizard to extend tips to all helpdesk employees, so that it could immediately enhance its customer experience. These were not theoretical lectures, but were actually linked to their work. Both telephone and email skills were addressed. The Wizard then delivered a useful matrix of all tips, organised into groups, which were inspirational and usable on a daily basis, even for managers. Tips which were established in a charter, tips for structural improvement and more personally-dependent tips.