Published: 12 February 2024
Employees often struggle to adopt changes to their ways of working because leaders haven’t clearly explained what needs to change and why it’s necessary. The From/To/Because Model provides customer service and support leaders with a simple formula for communication that shifts employee behavior.
Fears of inflation, persistent talent shortages and price sensitivity drive a focus on business margins that force service and support organizations to operate under increased cost pressure and constant change.
Service and support leaders need help to create an adequate understanding of how they want their employees to behave differently as they go about their work.
Describing the current way of working as “bad” creates animosity and disengagement with the employees needed to make change happen.
To change the culture of your organization:
Define the mindset shift you need your team to make by aligning behavior shifts to specific
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