Launching a new customer service ambition
Colt provides network and communications services to information intensive businesses across Europe, Asia and North America. With customer service and technical support teams based in numerous countries all over the world, the challenge to be the industry leader in customer experience was a complex one.
Staff saw themselves as under pressure from all angles; process, systems, resourcing and customer demands. A powerful mind set shift and culture change was needed to unite all staff behind the new Colt vision, to engage them on the journey and equip them with the skills to deliver the improved customer experience centred on Colt brand values.
WHAT WE DID
Colt’s senior team asked us to create a programme that would bring their new brand values to life, they had the vision but needed to ensure it was launched, understood, and crucially, felt by all staff, to really make a lasting difference to the customer and the NPS targets they had set.
Huge investment was ongoing in process change and system upgrades, staff had experienced lots of change over a short period so our investigations needed to identify not only the gap in customer service delivery and perception, but identify what messages were critical for staff to hear from the top to get their buy in for more changes.
Our in depth diagnostic research revealed that staff were highly motivated to deal with more change, there was a huge appetite to have better skills to deal with customer handling. Bespoke training, recognising the complexity of their roles and supporting them under pressure was the key.
We designed a programme to Train selected staff to deliver a high impact modular programme to front line staff and managers. The content focussed on bringing Colt brand values to life through behaviours, improving every interaction with customers.
Working with Colt ‘Trainers’ from Spain, London, India, France, Germany and Japan, we delivered Train the Trainer programmes in 3 countries, training approx. 25 Trainers.
We designed 4 modules for the programmes including an introduction to the programme from the senior stakeholders, spelling out the ‘why’ and inviting staff to get involved and give feedback.
Module one - The first module brought the customer in to the room, and using our diagnostic intel, we filmed scenarios using fully rehearsed Actors to recreate a typical customer meeting - hearing what was great about Colt, their expectations and why their business was better off using Colt - as well as what it looks like when things go wrong.
Module two - was all about the power of personality, using ActNatural to enable delegates to identify themselves, the customer, and working though ways to intuitively adapt tone and language to improve the call experience.
Module three - we focussed on service in the extreme and under intense pressure, how do you respond? Skills practice allowed staff to embed the learning from the previous training.
Module four - specifically designed for frontline managers, giving them the skills to coach staff using ActNatural.
The content was adapted for each local market, ensuring staff felt their reality was represented, allowing them to give their all to learning new skills with a new mindset, confident that their stakeholders and immediate managers would be supporting them to do things differently.
Roll out across the network took place over 12 months, during which
Colt saw a 17% increase in NPS
Staff feedback was overwhelmingly positive, engagement and morale increased and staff were united through challenging times
The new talent emerging in the business through the Train the Trainer programme has been recognised, with new opportunities to capitalise on frontline expertise sustaining the culture change