A Case Study

Solutions Start Here

This client, a major player in the UK leisure market has worked with us, in a partnership approach for a number of years.

The client wanted to radically develop, improve and change the structure of the prevailing Customer Service in-house training offering across its UK sites. A number of meetings throughout 2009 were held with senior management and director level.

In addition, though highly successful, this client had yet to implement a full Performance Management Programme for Departmental Managers. This had been leading to feelings of disconnection experienced by some front-line staff towards middle management.

Lastly, a systematic Advanced Customer Service change programme was needed for specific departments, to act as knowledge reinforcement and to bring teams together to share best practice.

To devise and create a new customer focused training programme for thousands of site employees across approximately 35 UK locations.

To devise, create and deliver a full Train the Trainer programme in order for the new training programme to be implemented across all sites by nominated, quality-focused, existing employees, trained by us.

To work with additional external consultants to devise a systematic, post-course, testing system to ensure quantitative as well as qualitative measurement of course outcomes.

To enable effective communication across hierarchies further to new training, by designing, creating and delivering a full programme for internal Performance Management across all sites in the UK.

To devise, create and deliver a full follow-up programme to all UK sites, to drive excellence in Customer Service.

1. With a lead-in time of effectively two quarters, NLT and senior management at the client met for several face to face meetings to discuss current training across sites. During these meetings and beyond, timelines were put in place for:

-New course construction and sign-off dates

-Inclusion of other external providers to ensure programme stability

-Internal application for each on-site trainer

-Quality Monitoring post course

-Programme roll-out dates and rotas

-Training Locations countrywide

-Materials, all Support Material and Packaging

-Artwork (in-house design)

2. Working both with the client and another external consultancy, NLT devised a full train the trainer programme, to be rolled out to chosen team members, regionally, at three separate locations. Due to time and staffing restraints, the programme was run over three, highly intensive, five day sessions with both NLT and the other external provider training in tandem to approximately 48 participants.

3. In addition, and further to this initial programme, NLT was asked to carry out regional training at approximately 14 UK locations over a three month period to assess current take-up rates of training and to carry out further Advanced Customer Service to relevant departments.

4. To complement the work carried out with customer facing team members, NLT carried out separate Performance Management Training at a centralised Head Office location. The purpose of this training was to ensure improved communication between hierarchies, most especially between front line staff and middle management.

Quantitative:

• Reduced Customer Complaints

• Improved satisfaction ratings through surveys and feedback

• Reduced staff turnover

Qualitative:

• Improved working relationships between teams

• Better communication channels across sites

• Much greater “buy-in” from customer facing team members

Parts of the programme have been so successful that other departments are now receiving certain elements of this training, most specifically, Performance Management, which promotes personal change and self-management with regard to working relationships and quality managing teams and individuals.

NLT is also currently working with this client on developing E-learning and workbooks that can be assessed externally.

In addition, NLT is working with teams and Team Leaders at the client’s Head Office to develop skills within a call-centre environment.