Enthusiastic employees

What was the project trigger?It was about nothing less than completely realigning the various customer services of Swiss Post with over 300 employees. Until now, the customer services had been dominated by minimizing costs and the time spent on case processing. The employees had little room for maneuver in decision-making, and the various customer services were not geared to a common goal. I firmly believe that only enthusiastic and autonomous employees guarantee the best customer experience.Quality and first-time resolution rates are now given the highest priority. We are convinced that it ultimately leads to efficiency, lower costs and increased sales for the entire company. The same customer experience must be guaranteed at all touchpoints - regardless of whether it is the postal network, the customer services of PostMail (letters), PostLogistics (parcels) or international customer service. And, of course, employees need simple and streamlined processes for maximum first-contact resolution rates.What was implemented in concrete terms?With the involvement of the affected employees of all customer services, together with our consulting partner, we have YukonDaylight developed a vision. In a nutshell: "We want the best customer service." We also set ambitious and meaningful targets for this ambitious vision, such as a maximum first-time resolution rate or a very high recommendation rate. This has resulted in a catalog of measures in the areas of people, organization and technology, which we have consistently implemented. In this way, we have increased the competence of employees, improved cooperation between all customer service organizations, simplified processes, and harmonized working methods.What are the main points of the implementation method?We were aware that a major cultural change was imminent. To this end, we have dismantled the hierarchical thinking and positioned our frontline employees as the most important people in the company. As head of the contact center, for example, I deliberately do not have my own office, because I can only feel the real pulse of the company when I'm surrounded by all the employees. They decide on a goodwill service in a new, simple and pragmatic way and work primarily according to the "common sense" process. If people understand the meaning and purpose of what they do, can help shape their work, take responsibility and use their own strengths, then the conditions for maximum commitment, for enthusiastic employees, are very good. To continuously accompany these people on such a path, to encourage them, to also take away their fear of making mistakes, that is the great challenge of the management team.What is the benefit of the project?A change in climate was noticeable from the very beginning. Now, after a year, a new climate has developed in the contact center. Positive customer reactions used to be rare, but now we receive an e-mail or letter almost every day thanking us for the good service. Our new bottom-up culture is also evident in the area of the continuous improvement process: with the Kaizen philosophy, it is primarily the touchpoint employees who We are on a great path to creating a win-win-win situation for customers, employees and the company. There is no "either or" with us: we want everything and are convinced that we can do it.Will the project be continued?A project is completed, but the world continues to turn. The greatest challenge now lies in consistently continuing our transformation and also anticipating the next steps in the direction of the digital world. Honesty, transparency and an open and always appreciative feedback culture are important cornerstones on this journey. Therefore, from now on, all employees in the contact center will use the same communication platform and regardless of any level, everyone will have the exact same information. With the best employees, we will inspire our customers every day with passion and maximum heart and soul.Michael Jeger heads Swiss Post's customer service with five locations and over 300 employees.YukonDaylight Customer Service Summit 2018March 14, 2018, 1:00-5:00 p.m.Holiday Inn Zurich MesseInfo and registration: www.csum.chAt the YukonDaylight Customer Service Summit 2018, Michael Jeger will speak on the topic:Why the repositioning of Post Customer Services creates inspiring customer experiences.