Customer Support Engineers, Internal company communication
Customer support engineers in the Japanese division of a U.S. multinational company needed to contact American development engineers in order to solve customer problems and demonstrate customer care. Due to differences in approach to writing email caused by cultural communication styles, problems were slow to be resolved - causing customer complaints.
Solution:
- Analyze numerous examples of electronic customer service correspondence between the U.S. and Japanese engineers.
- Produce a 3-day workshop for the Japanese engineers, explaining the different cultural approaches to communication skills best practices and providing practice in writing and re-writing email to be more easily understood.
- Train a local consultant already working at the Japanese division to continue the process and provide timely feedback to the engineers through an informal call center coaching program.
Increased speed in solving customer loytalty shortcomings, ongoing performance feedback loop via customer service coaching relationship between the consultant and engineering team.
