High Performance Behaviours    

Case Study

Customer Service Referrals

Aim

To clearly define the specific behavioural, motivational and competency attributes that define the highest performing customer service consultants.

How is this achieved?

By comparing and contrasting the highest and lowest performing customer service consultants in one of the largest organisations in Australia, through quantitative and qualitative methodologies and analysis.

Results

A snapshot of the areas that defined high performers included:

High Performers are able to sell 10-15 products per week, while lower performers in the same role, often have difficulty in selling 3 or 4 a week.

High Performers targeted clients in a queue and smiled at them prior to serving, this behaviour was not observed in Low performers.

Utilising this initial connection and receiving a response to their smile, High Performers then manipulated the queue to invite this client to their counter. This enabled an instantaneous relationship which had been created prior to even doing business with the person.

The High Performers then would make positive comments to the client to create a more positive interaction and relationship in under thirty seconds. High Performers know they only have two minutes per individual to make an impression.

The High Performers will in this timeframe ask the person at least one or two specific questions based on where they know they may be able to add value.

These are simple and but very effective techniques unconsciously run by top performers within the organisations ranks to increase sales and build client relationships.

What did their people say?

In terms of a percentage % improvement, how much has it helped your performance in your current role? 60-70%

Outcomes and managing teams, upon my return I implemented strategies in regard to my loans staff and front line staff to establish outcomes they were comfortable with and that were achievable then we have used those as a framework and for referral each Tuesday at our training meetings to revisit, review and improve.

Also the roll back strategy of formalising delegation of duties to specific staff, each loan staff member has set responsibilities / tasks which have been documented and ALL staff are aware of who does what and who to refer to rather than everyone trying to do a bit of everything.

Excellent compared to other sessions that were more broad in their outcomes, this specifically helped me as an individual.

Replicating High Performance

HPS clearly defines how high performers achieve their excellent results. Our unique methodologies, knowledge, systems and skills break down human behaviour into very fine distinctions.

These specific behaviours and ways of thinking can then be easily and effectively trained across other branches with all bank tellers to dramatically lift results.

When HPS did this with the largest credit union in Victoria they found the results astounding. A 40% increase in sales across the organisation was one of the results of the significant program around banking performance.

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