By Debra Evans, Kepner-Tregoe
We believe in what people make possible – Our mission is to empower every person and every organization on the planet to achieve more.
You will find this vision statement posted prominently on the Website of one of the most admired, multinational technology companies in the world. That company is Microsoft.
Microsoft is on a mission to optimize customer service and part of that mission is to develop program leaders who will train Microsoft teams to apply Kepner-Tregoe problem-solving methods to internal structures and systems.
Pictured left to right: New Kepner-Tregoe/Microsoft Program Leader graduates Radu Tomoiaga, Corina Marinescu and Catalin Grama with Aileen Alkins, Corporate VP of Customer Service & Support at Microsoft, second from right. Not pictured is Nasir Ali, fellow Program Leader and Senior CSS Engineer. Celebrated in Bucharest the week of May 1, 2017
The Microsoft executive leadership team is very serious about its mission, which is to help people and businesses throughout the world realize their full potential. During the years, the team has gathered talented people to accomplish the company’s vision and promote its values, as well as other organizations that it believes can be a helpful partner in the journey to being a “customer-obsessed” company.
Kepner-Tregoe has been privileged to join Microsoft as a program collaborator and facilitator to reduce complexity, avoid bureaucracy and bring its customers highly effective products AND exceptional service. For Microsoft, it is a consuming passion to provide their highly-esteemed customers – who represent millions of businesses across the globe – with the most modern digital support. This requires both IT technical prowess and the very best “critical-thinking” ability to troubleshoot and solve issues presented to Microsoft Customer Service & Support (CSS) team members strategically located around the world.
In no uncertain terms, Aileen Alkins, Corporate VP of Customer Service & Support at Microsoft, has rallied her team to find many complementary methods to enable CSS Engineers to resolve customer issues capably and confidently as well as quickly and effectively.
With goals set high, Microsoft invited Kepner-Tregoe to be a vital member of the team. Together, they are addressing the challenges Microsoft faces to help it accomplish its strategic customer satisfaction goal. Kepner-Tregoe began training and coaching a receptive group of leaders and engineers in robust Problem-Solving and Decision-Making rational process skills at the Bucharest, Romania Microsoft CSS site.
For almost 60 years, Kepner-Tregoe’s “clear-thinking” philosophy has been recognized as the #1 problem-solving process to provide any company’s clients with a competitive advantage in the marketplace. Microsoft team members are now enhancing their existing problem-solving skills with a systematic, data-driven methodology to improve customer satisfaction ratings, significantly.
Microsoft team members who are participating in this capability-development effort through workshops and coaching opportunities are adding value to their skills as they stated during the training sessions.
“This training allows me to advance from unconscious to conscious competence.”
“As engineers, we are required to be clear thinkers, and then make decisions that will affect the customer. I think this should be mandatory, as it will help us educate others with a clearer approach and more logical thinking.”
“After using the Kepner-Tregoe processes, I felt more confident to solve issues at my job.”
As Microsoft seriously invests in its people, its customers will benefit; and MS engineers trained in Kepner-Tregoe problem-solving and decision-making processes will be able to help people and businesses throughout the world realize their full potential. You can learn more about problem solving training and how Kepner-Tregoe workshops can help improve your business here.