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Training |
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Training & Development Partnership: Avanta
Customer Service Training: Carillion Fleet Management
Leadership Training: Danone Dairy/Waters
Customer Service Training: learndirect |
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Development |
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Competency Development: National Express Group
Executive Development: Interel |
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Research |
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Customer Attitude Research: Angel Trains
Customer Attitude Research: British Council
Customer Attitude Research: Association of Investment Companies (AIC)
Employee Attitude Research: Interfleet |
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Training |
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Training & Development Partnership: Avanta |
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Design and delivery of the Accelerator Development Programme to a multi-site managed office business. Including core management, customer service, communications and sales skills for all managers and employees. Additionally, provision of recruitment and development assessment tools and services. |
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Outcomes |
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Increase in employee satisfaction and motivation measured in annual survey |
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Significant increase in customer satisfaction through ongoing survey |
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Improvements in sales conversion rates |
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Measurable decrease in employee turnover |
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Consistency of recruitment process across sites in UK |
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Customer Service Training: Carillion Fleet Management |
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Roll-out of tailored ICS ServiceManagement and ICS FirstImpressions programmes across customer service delivery teams. |
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Outcomes |
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55 customer improvement initiatives created, many with clear cost benefits |
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Increased team motivation as staff feel valued as a result of taking part in the programmes |
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Improved cross-functional relationships |
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Continuous improvement culture created through commitment to individual projects |
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Improved recognition of customer issues leading to swifter response and resolution |
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Leadership Training: Danone Dairy/Waters |
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Design and delivery of leadership and coaching programmes to support their management development programmes. |
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Outcomes: |
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Improved coaching and feedback skills of new or existing line managers |
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Leaders equipped with tools and confidence to build and develop high performing teams |
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Customer Service Training: learndirect |
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Appointed as customer service training partners for learndirect. Designed and delivered the ‘LEADing Customer Service’ Programme – a one day roadshow delivered 18 times across the UK to the network of learning providers during Autumn 2008. |
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Outcomes |
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Shared learnings across the learndirect network |
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Recognition of the learner as a valued ‘customer’ |
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Increased confidence in dealing with difficult situations and complaints |
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Identification of customer service as a real differentiator |
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Implementation of customer improvement action plans |
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Development |
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Competency Development: National Express Group |
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Design and application of competency framework for customer facing staff in train, bus and coach divisions of National Express. Involved extensive job analysis and creation of end-to-end recruitment process and training for recruitment/recruiting managers. |
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Outcomes |
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Identification of key issues/challenges for customer facing staff |
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Customer facing behavioural competency framework |
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Consistent recruitment process across all company divisions |
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Behavioural interviewing training piloted and rolled out to recruiting managers to support the process |
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Executive Development: Interel |
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Administration and debrief of psychometric and 360 degree review assessments for senior managers in this European strategic communications and public affairs consultancy. Involved individual telephone and/or face to face debrief sessions prior to internal review process. |
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Outcomes |
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Objective measurement of behaviour and performance |
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Increased self-awareness of participants |
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Assessment summary report for use in internal review |
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Identification of strengths and development areas for individual managers |
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Research |
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Customer Attitude Research: Angel Trains |
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Annual qualitative research programme to gain stakeholder views for leading rail asset finance company. Involves over 70 face to face interviews throughout the UK, together with regular online updates throughout the year.
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Outcomes |
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Measurable improvements in customer communication effectiveness |
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Significant improvement in market perception to regain leadership over competition |
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Ability to provide instant action with immediate positive results in some areas |
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Detailed reporting by customer, to provide personal follow up and focused account planning |
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Benchmarks for future improvement |
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Customer Attitude Research: British Council |
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Creation and management of Partnership Insight review carried out in 2007 to assess the customer service proposition being offered by the Education UK Partnership. Follow-on support included facilitation of International Workshop as well as facilitation of Regional Meetings and Country Partnership Meetings. |
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Outcomes |
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Comprehensive review published, based on feedback from over 130 institutions (50% of membership)
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Seven clear improvement areas identified |
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Ongoing benchmarks for future improvement |
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Customer Attitude Research: Association of Investment Companies (AIC) |
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Quantitative and qualitative research to establish attitudes and feelings towards AIC by its UK members, fund managers and offshore Investment Companies. |
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Outcomes |
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Organisation name changed and new identity created to reflect member needs
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Significant increase in new members as a direct result |
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Enhancement of internal processes to secure better outcomes for members
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Employee Attitude Research: Interfleet |
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Qualitative feedback and quantitative ratings gathered from over 200 participants in an online Employee Survey to understand reasons behind slowly rising staff turnover. |
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Outcomes |
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Clear sense amongst staff that the company were interested in their needs |
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Change initiatives implemented through regional QIT workshops |
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Positive feedback on service provided by the IT team, who previously felt under-valued |
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Solid decision support for London office move |
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Ongoing benchmarks for future improvement |
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