We've built some role play scenarios that show how the ouput of an escalation meeting falls far short of the product that's needed for a customer meeting.
I did a series of web searches in my research, looking for a 'great conference call template' (especially one where plan of action creation is involved), but came up empty.
So, we designed our own.
It seems like running this type of meeting/call would be straight forward, but we identified 30+ attributes of a well-run call.
In our opening role-play, with senior managers/engineers, we are only hitting 10% of these attributes (room to improve!).
After training, we're hitting 90%.
Of course, we'll follow this up with job-aides and action coaching.
No matter how 'intuitive' something seems, you can't assume it will be done correctly...
Friday, March 31, 2006
How Effective Are Your Escalation Meetings?
Yesterday, I led a new class I'm designing to strengthen our escalation meeting management.
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