Naval Surface Warfare
Center
Carderock Division
Scope of Work:
Sterling
Institute has built a relationship with the NSWC, Carderock Division,
providing both off the shelf programs and customizing programs as
needed to meet specific organizational issues.
When
the Supply Department at Carderock decided to increase its commitment
to customer focus, Sterling Institute was selected to design and
deliver a workshop to assist in this endeavor.
Sterling Institute consultants conducted focus group interviews
with managers and employees to ensure that issues were addressed from
all perspectives and customized a three-day workshop, Enhancing
Customer Service, to meet their specifications.
The program included a large section on communication, i.e.
what customers want and don’t want to hear, how to communicate
assertively as compared to aggressively or passively, and
communicating with difficult customers.
It was designed to allow a week between sessions to collect
data about customer requirements and satisfaction.
In the second week of the workshop participants analyzed the
data and used it to build action plans.
Accomplishments:
The
program improved response to customers, internal as well as external,
and helped to prioritize workload based on customer needs.
Participants were also reviewing how work processes supported
or inhibited quality customer service. |
