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.

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The training has been a huge success and is rolling out to everyone in our business from the CEO to our sales people and customer service agents – that it has been such a success is in no small part thanks to Vicky. Put simply, she rocks.
Mark Beeden
VP of Customer Experience & Service Management
Colt Technology Services
Vicky certainly knows how to design effective training and we would not hesitate to contract with her again for future projects.
Ian Turner
Senior Manager, Sales Training
Colt Technologies
Vicky’s superpower comes through in her coaching. She listens, observes, and then challenges with support, enabling those who work with her to be at their best.
Susie Hudson
Senior Director Talent Management
Vertex
Vicky's coaching style was a great combination of support, empathy and challenge, which has built self-confidence and skills in the team.
Marijke Cazemier
Organisational Development Director
Inmarsat

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