BT South Tyneside

Starting Point...

Our client wanted her team to be able to provide good customer service in challenging circumstances via phone and email. Her aim was to increase Customer Satisfaction Results and increase the positive perception of the department.

What We Did...

We conducted research with the team to identify their key challenges and pinpoint their development needs. We developed a set of CLEAR customer service standards and two half day workshops with real life scenarios (developed at the research stage) to enable practice supported with workplace action learning.

The Impression We Left...

A 23% increase in Customer Satisfaction Results as a consequence of a motivated team with a greater level of understanding of how to offer a quality customer experience. 
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