The Change Agent Blog:

Change Agent Briefing: V6 Issue 2


Winning Thru Whining! Your organization’s greatest enemy is NOT in the marketplace. Just because you’re not hearing employee whining doesn’t mean resistance to change isn’t paralyzing your organization.

Download issue in Acrobat Portable Document Format (.PDF)


Audio Excerpt:
Job Security Fears” (4.30 minutes)

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As a result of your work with us, we have made a steadfast commitment to make superior customer service a competitive advantage for our bank. And to date, the results of your program have been remarkable: • Customer complaint letters have declined 90%; • Customer compliment letters have increased nearly 50%; • Regulatory complaints are at an all-time low for our region. We could not have done this without you. I cannot tell you how many people have thanked our executives for bringing this program to Western Michigan. That is amazing considering that this program was “mandatory attendance” – our staff’s excitement about the program is truly a reflection of your talent and ability to hold the attention of a “captive” audience!

Fifth Third Bank

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