A UK transport company set out to undergo a five year transformation. The main objective was to shift the collective mindset from running an operational service to putting customer service at the forefront. Essentially, the client needed a customer service masterclass.
At the same time, the business was going through a complete restructure of managers. It was also introducing mobile technology that would allow staff and customers to interact in an entirely new way.
Taking all of this into consideration, the client wanted to create a management development programme that targeted customer service. It needed to focus on stepping into management, the transition from task to people and the shift in mindset and skills required to manage effectively.
Transforming The Business Culture
The programme we designed contained many elements, such as face-to-face workshops, webinars, conferences and assessment centre sessions. Further than this, in taking the time to develop key stakeholder relationships, we were able to carry out continuous activities throughout their transformation. These included:
- Engaging with stakeholder groups
- Assessing skills of staff against pre-defined competencies
- Mystery shopping
- Interviews with staff at all levels of business
- Presenting prototypes of online resources to representative populations
- Script and storyline sign-off events with staff sample groups
All of these elements supported our holistic approach to embed customer service skills in management. We aimed to make everything interactive, social and practical. This integrated approach is what helps make learning more engaging, delivering long-term results that support a business transformation like this.
A One Way Ticket To Success
The consensus is that this customer service programme was an outstanding success. Not only was the client highly satisfied, but the initiative was awarded multiple awards:
- Training Journal Awards 2016: Best Customer Service Programme (Gold); Best Change Management Programme (Gold); Best use of Technology in Learning (Silver)
- Princess Royal Training Awards 2016 – Excellence in Training
- Learning Technologies Awards 2016 – Best Learning Game (Gold)
- CIPD People Management Awards 2016 – Best Change Management Initiative (Silver)
- Personnel Today 2016- Excellence in the use of HR Technology (Gold)
- E-Learning Awards 2016 – Best use of Blended Learning (Gold); Best eLearning Project – Public Sector (Bronze)
Improve Customer Service With Management Development From Alchemist
Business transformations can be tricky to navigate. By taking a holistic, blended approach, it’s much easier to deliver training on new initiatives and strategies in a meaningful way. To learn more about how a management development programme can support your business transformation, get in touch with Alchemist today.