For Orange - a leading player in the telecom industry - customer friendliness and the relationship with their customer are essential. To provide their call center and store employees with the tools and techniques needed to help their customers in a friendly manner, they created the 'Orange in Touch' programme.
A blended course in which employees can learn to feel whether they are in the so-called orange zone or in the gray zone, and how to respond appropriately to challenging customer questions.
Orange organised a workshop where all (customer facing) call center employees learnt what their circle of influence is, when their glass is half full or half empty, and what techniques they can use to stay positive in loaded situations.
Together with TinQwise, they came up with a follow-up programme that used short interactive reminders to brush up on what they had learnt in the workshop. The project was named 'Stay in Touch': because changing behaviour isn’t a one-off operation. Six short reminders over a period of six months helped employees to make the shift towards a solution-oriented mindset.
Making sensitive matters discussable
Each reminder is told from the perspective of an unknown person. This person encounters various situations that make them experience a particular emotion. With this emotion in mind, the Orange employee then says how they would respond to the situation.
Because the situations are told from someone else’s perspective and not directly about the Orange employee themselves, the threshold to answer the questions honestly is much lower. Each reminder concludes with a small assignment that helps the employee turn fiction into reality by applying the learned behaviour to their own context, at their own pace.
Small successes make a big difference
Giving employees a feasible assignment at the end of each reminder (e.g. in the next three conversations avoid evaluative utterances such as 'unfortunately', 'sadly', 'I‘m afraid'), lets them experience small success. This gives them that extra nudge to start the next reminder and step by step gear towards that solution-oriented mindset.
These TinQers have worked on this learning tool
Lien De Bie
Learning Consultant / Content Lead
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