Overcoming Resistance to Change in the Face of Transforming Customer Services

Transforming customer service operations is a make-or-break initiative, yet driving meaningful change often encounters crippling resistance - a roadblock that hinders progress and performance. Customer service roles are inherently demanding, with teams navigating complex interactions, stringent protocols, and ever-shifting customer expectations. Introducing transformative changes to well-established processes disrupts this delicate balance, fueling anxiety, scepticism, and resistance among employees. Compounding the challenge, customer service teams are typically lean, leaving little bandwidth for comprehensive change management initiatives. This session equips leaders with a clear pathway to overcome hurdles in change management, unlocking the full potential of their customer service teams. Topics for discussion include: - Understand the unique barriers to change in customer service operations. - Pinpoint and mitigate the root causes of resistance. - Develop a comprehensive change management strategy tailored to your customer service team. - Leverage change as a catalyst for customer service excellence and competitive advantage. - And more... About the Speaker Hi, I'm Heidi! With over a decade of experience, I've had the privilege of leading and transforming customer service teams across a variety of industries. I thrive in dynamic environments and love embracing different cultures. Fueled by insights from leaders like Patrick Lencioni and Kim Scott, I'm passionate about building healthy & high-performing teams for sustainable success. Born in Germany but captivated by Dutch culture, I also dive into work psychology and hit the tennis courts whenever I can.