Home / Services / Communications / Case Studies
Communications Case Studies
Financial services institution uses Effective Communicating program to boost sales and customer satisfaction.
Industry: Financial Services
A major financial
services company with offices worldwide used
Novations’ Effective Communicating program to help
its sales team increase the delivery of interactive group
presentations by 15-35 percent in order to foster
visibility in the marketplace and expand its customer base.
Novations was engaged to improve employees’
presentation competencies by building their foundational
skills in storytelling, eye communication, handling
Q&A, etc. and reinforcing the techniques learned in the
classroom through one-on-one coaching. In addition,
communications training was provided to managers in the
customer service call center to improve their executive
presence, confidence, and ability to create effective
messages, thus boosting overall customer satisfaction.
Critical Issues
- Equip employees with the framework and skills
necessary to create and deliver compelling messages
integrating the company’s “Big Idea”
framework rather than inundating clients with
statistics.
- Teach employees to present universally relevant themes
that provide clients with the understanding they need to
seek company-specific solutions.
- Help call center managers better communicate the needs
of customers to top-level leaders.
Solution
Management engaged Novations to address
their communications training needs because of a successful
ten-year relationship with Novations. Novations utilized its
Effective Communicating program to meet the needs of the
sales team with skills-based training and targeted coaching
and reinforcement. Employees improved their storytelling
ability, use of posture and movement, eye communication,
vocal quality and use of pauses, and their agility in
handling difficult questions. The methodology included
Novations’ Grid TM for developing effective
presentations, videotaping, private coaching, and a focus
on the “natural self.” Results were measured
via participant self-assessment as well as manager
feedback. The same coursework served to enhance the skills
of managers responsible for creating effective customer
service processes and communicating the needs of customers
to top management.
Results
After completing the Effective
Communicating workshop, eighty-six percent of participants
in one of the business groups surveyed felt that they were
better able to organize critical messages. Ninety percent
said that they were better able to adapt presentations to
their audiences. Seventy-five percent said they were better
able to handle client questions, and seventy-five percent
believe that their learnings will play a critical role in
helping their department achieve its long-term goals.
view all case studies
