How following up on feedback becomes not exciting, but more importantly fun and effective!

Ennatuurlijk is an organization that connects local producers and receivers of sustainable heat and cold. They do this by offering various attractive and sustainable energy solutions. The organization has extensive experience and knowledge and currently supplies heat and cold to approximately 85,000 consumers and over 1,200 business customers.

Challenge

Ennatuurlijk would like to be the leader in our society in which sustainable and renewable energy is becoming the standard. Satisfied customers are naturally important in this regard. A proactive attitude in responding to customer feedback also leads to greater customer satisfaction. Customers are more willing to help your organization by giving feedback if they see that something is actually done with it. Blauw helped Ennatuurlijk achieve this through a callback training program.

Vision

Solution

Blauw's approach

Kick-off meeting: To identify Ennatuurlijk's needs.
Callback training: Theory of the LSD model (listening, summarizing and questioning), working with practical examples focused on real cases from practice through role-playing.
Coaching on the job: Training is important, but then it starts. Two consultants from Blauw spent half a day at the contact center of Ennatuurlijk listening in and giving tips/feedback for the next call in order to arrive at the ultimate callback call.
Train-the-trainer session: To train future colleagues of Ennatuurlijk properly right from the start, a train-the-trainer session to help Ennatuurlijk's current contact center coach set up and facilitate callback training. Providing tools for permanent coaching and steering on follow-up of customer feedback.

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Result

Coaching in following up customer feedback

The callback training program enables Ennatuurlijk to train and coach its employees with the right tools, resources and training materials to follow up customer feedback themselves. So no temporary solutions, but a strong basis for continuous operational follow-up of customer feedback!