Customer Service Training and Engagement Programme

Requirement

With increasing competition and changing customer expectations, Colt’s vision was to become the most customer orientated business in the industry, with a target to increase the NPS Score from 14 in 2016 to 60 by 2020.

As part of a Customer Experience Transformation Initiative, VHL Consultant, Vicky, led a stream of work to develop and implement a customer service training and engagement programme for 2500 globally dispersed front line customer service teams, who had never received formal or structured training.

Strategy and Outcome

Having carried out a high level initial analysis of the needs, Vicky created a vision for the programme, gained buy-in from key stakeholders for their proposal, and secured the relevant funds for the project.

Working closely with the stakeholders to choose the right specialist training provider, and with tight timescales, she fully and successfully implemented, launched and managed the programme in Barcelona.  Vicky gradually handed the programme over to the business to roll out the programme themselves in India and the rest of Europe over the following 12 months.

The training was different to anything that had gone before, by being highly participative with a good balance of challenge and support, based on core principles of it being realistic, practical and very engaging. This ensured that the programme made an impact and a tangible difference; feedback was overwhelmingly positive, and participants were immediately using what they had learned back in the workplace. The NPS score reached 41 in Q4 2017, and was 52 in July 2019.