VODACOM - The engine room
The Challenge:
An increase in complaints was putting a strain on Vodacom’s Complaints Resolution System.
An increase in complaints was putting a strain on Vodacom’s Complaints Resolution System.
A new system was launched but the biggest threat to the new system was that staff were acting in their old way – over promising and under-delivering. We had to find a way to get them to stop doing this and act differently.
The Solution:
We created a series on DM pieces that brought the feeling of disappointment to life for the agents. We wanted them to feel how their customers feel when the agents disappointed them.
We created a series on DM pieces that brought the feeling of disappointment to life for the agents. We wanted them to feel how their customers feel when the agents disappointed them.
For example, one pack said “Your new Blackberry is inside”. The agent expected a phone but only found a plastic blackberry inside the box.
The Results:
Vodacom’s staff took the message to heart and improved customer service without over-promising and under-delivering.
Vodacom’s staff took the message to heart and improved customer service without over-promising and under-delivering.
Follow-up email after workshop
