Microsoft Response Management Programme
Last Updated (Wednesday, 13 May 2009 11:38)
Quest was delighted to work with a team from Microsoft once again on 30th April, on a team building programme with a difference:
Microsofts Response Management team asked Quest to develop and run a programme to further enhance their front-line customer interface which would also see the team working together on an unusual team development challenge. They wanted to be given the opportunity to practice how they interact with customers but in situations totally removed from their normal work environment.
Following that information and other briefings Quest first approached and secured the stunning Great Tythe Barn venue near Tetbury on the edge of the Cotswolds, as the place to deliver an action packed day.
During the morning the 19 delegates took part in a number of workshop sessions, covering issues such as the challenges they have to manage in their roles; the skills and qualities they have to exhibit; and thoughts and ideas dealing with empowerment. These workshop sessions were delivered in a dynamic style that maximised the involvement of all of the delegates, and amongst many things facilitated excellent communication between the team, and delivered an ideal environment for the delegates to simply get to know one another.
Following a light lunch the second part of the day was outlined to the team. The overall group was split into two sub-teams and given a detailed time-plan. Working on a rotation system one team was to spend the first 70 minutes of the afternoon managing a wide range of customer interface scenarios, involving the input of two professional actors. Whilst that team was thus engaged the other was taken down to the superbly equipped Great Tythe Barn commercial kitchen and given their brief ~ start the planning and preparation of a three course gourmet dinner for them and their other colleagues!
After the first 70 minutes had elapsed the 2 teams rotated. The team that had been cooking moved to customer-interface scenario management, and that which had been dealing with some very awkward “customers” moved to the kitchen to rest their brains but engage their culinary skills.
It was a packed afternoon. The actors were superb and put the two teams through their paces with some highly realistic scenarios, the delegates even had to deal with two “customers” who instigated highly emotional phone calls. Through four rotations of activity and under the careful stewardship of the Quest Chef and his highly skilled assistant a wonderful dinner was also prepared by the teams and at 1800 the final role pay was brought to a successful conclusion and the teams sat down to eat. All agreed that it had been a highly informative, challenging and rewarding day.
