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This building society recognised the need for raising customer satisfaction with clearer conversation and simpler processes. We helped them achieve their goal through an award-winning programme that elevated their culture to another level.
Feedback from intermediaries (brokers) highlighted the need to simplify processes and improve the human conversation that wrapped around complex financial transactions.
Recognising that this was negatively impacting on quality and transaction volume, the senior team reviewed performance across the wider business resulting in a desire to improve how all employees worked with each other and with customers.
A good to great journey was in order to raise customer satisfaction and reduce effort for brokers, customers and colleagues.
Building on a solid foundation, the team needed a boost in high performance skills that would enable them to deliver high quality customer experiences.
Three core components were identified by the building society that they wanted to see in every conversation and a 5 module bespoke development journey was built around these.
Leaders were integral to the embedding approach and were fully supported through the programme with 6 virtual sessions and a sustainability toolkit.
Business Hours
Mon – Fri: 9:00 am – 5:00 pm
Sat – Sun: Closed
27 Old Gloucester Street London
England
WC1N 3AX
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