Shifting gear to deliver great customer experiences

We developed a transformational programme designed to ensure great customer experiences for the AA based on meaningful human interaction.

Senior Stakeholder NPS
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of attendees would recommend to a friend or colleague
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"Best training I have attended. It was interesting and engaging and I think every colleague will benefit from it"

"The training was excellent and highlighted aspects I can do to enhance customer experience"

The challenge

The nature of roadside assistance has been dramatically shifted by evolving automotive technologies and changing customer expectations.

Confronting this challenge head on, AA has developed a customer strategy to empower front-line teams with high performance sales through service skills.

In an FCA-regulated landscape, they wanted to forge a customer-centric environment where conversations go beyond the transactional and are experienced as meaningful, human interactions that simultaneously deliver outcomes.

The solution

Get in GEAR is a transformational programme that has lifted and shifted customer conversations.

Touching multiple teams in a complex organisational structure, it was important that ‘get in GEAR’ blurred the demarcation between sales and service with skills based on creating good customer experiences all round.

The thrust of leader sessions was on ‘how to’ create a customer focused climate as well as developing coaching skills to embed high performance outcomes.

A train-the-trainer programme upskilled the internal team to support roll-out across the estate.

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