Have a look at our Recent Client Successes
Automotive Industry
5 Sites have now gone through our WOW programme which is all about a new "Way of Working" which builds employee engagement to deliver an Outstanding Customer experience. So far we have worked with over 400 members of staff from the Managing Directors to the Cleaners each are important to the overall customer experience.
Results to date are :
One dealership has achieved number one in the UK out of 119 dealerships. At the start of the WOW programme they were positioned in the top ten in the UK.
One dealership has risen from number 78 to number 6 in the UK and number 1 in Scotland.
One dealership has risen from number 117 to 62 in the UK
Customer satisfaction has risen from 69.7% to 91.1%
They are all judged by sales, customer satisfaction and overall performance against various Industry K.P.I.s.
Individual Car Dealership
Ran a sales prospecting programme to drive dealership Traffic and generated 58 dealership appointments in the first two days resulting in 17 sales from the same.
Hospitality Industry
Introduced our WOW Programme to over 300 members of staff from one hotel group, resulting in increased customer satisfaction and staff morale. This has created a shift in the culture to a more positive and proactive environment. Staff are now delivering a more consistent customer experience that is encouraging customers to come back again. This is now a key part of their training for staff
Contact Centre Industry
2 Sites Designed and delivered a sales programme – doubled their individual financial review uptake and increased sales by 20%. Plus added benefit was they were able to complete multiple sales from one review. Plus rolled out a coaching framework to enable them to sustain this increased level of productivity.
Contact Centre
6 Sites Designed and delivered a lead generation programme - increased qualified sales leads by 276% and improved customer satisfaction by 11% Decreased Customer Dissatisfaction by 7% to reach their 5% target for the first time.
Designed and delivered a complaints management course to all staff dealing with both the business and domestic market. This resulted in an increase in customer satisfaction and a significant increase in staff satisfaction and confidence levels.
Designed and delivered an advanced complaints management course to team leaders and department managers which resulted in a significant reduction in complaint resolution lead times and overall cost to the company.
Positive Employment Programme
15 Courses Designed and delivered a Positive Employment Programme for young adults ranging in ages from 16 -19 years old who were part of the More Choices, More Chances group (also known as NEET- Not in Education, Employment or Training) Achieved positive outcomes ranging from 80% to 95%, against a national average of 57%. Outcomes are measured against attendance, certificates achieved, job entry plans and a positive progression towards employment or further education or training.
Local Authority
Designed and delivered a World Class Customer Service programme to all their customer service advisers over a period of eight months. This also helped create a shift in the culture of the department to a more positive proactive environment. Designed and delivered a Team Leader Coaching programme to enable them to coach and develop their advisers. This helped them achieve their local authority Customer Service Award for 2007.
NHS Scotland
Involved in design and delivery for local GP practices protected learning sessions across Forth Valley and North Lanarkshire areas. This involved delivering training to groups up to 125 people over half a day. Also involved in working with individual GP Practices in delivering sessions in the following topics:
· Customer Service
· Effective Communication techniques
· Effective Telephone techniques
· Time management
· Team building
· Motivation
Dental Practice
Introduced our WOW Customer Service Programme to a dental practice, resulting in better levels of customer service and staff morale.