L&D Strategy • Feb 3rd
Creating a culture of collaboration and accountability
Written by Claire Coughlan
In looking to complement strong technical skills, a global telecommunications company wanted to improve communication skills to support stronger relationships with customers and stakeholders.
The organisation was working to upgrade and repair the infrastructure required to be the first organisation to bring Fibre to the Premises (FTTP) technology to UK businesses, residents and communities.
While the project was being delivered by highly skilled and capable contractors, client evidence suggested that a learning and development solution could be implemented to improve the overall customer experience and enhance relationships across key stakeholder groups.
To raise awareness of company brand values, how these work in practice and to see these values put into use by employees and contractors working in different locations. This included using a learning and development strategy to increase individual accountability when responding to customer issues to allow this to be done effectively, with the aim to reduce complaints.
The development strategy also needed to enable and empower employees to promote their services and the provision of FTTP technology throughout the next phase of the project.
Bodhi Consultancy worked with the client to identify the root cause of the problem and the desired outcome, ahead of making recommendations on how best to proceed. A bespoke learning intervention was created to meet these aims and initially used as a pilot study across management and employees to gather feedback, before the training was then rolled out to ore than 200 participants.
To accommodate the need for shifting priorities, the training continuously evolved to ensure that key messaging was on point, the most up to date operational information was included and that participants were able to remain engaged and participate fully in a Covid-19 safe environment.
More than 94% of participants surveyed in feedback agreed or strongly agreed that they had a better awareness of how they should carry out their role as a result of attending the training.
Employees felt confident and empowered to deal with customer objections and understood their role in acting as a representative of the company and its values to promote its work and to foster good relationships.
‘Keep doing what you are doing. You customer relations ideas are by far the best I have ever seen. Well done.’
‘I can now answer questions off the public about the company and what they are providing. Also, I try to keep the consumer happy and be a friendly face of the company.’
‘The training re-enforced the power of wider sessions and the importance of having whole team sessions. The session helped increase morale and by being present you can gain an understanding of others’ roles, issues they may be having and share knowledge and experiences.’
Create an accountable and driven workforce that is motivated to provide all-round excellence with Bodhi Consulting’s learning and development solutions.
If you would like to discuss how we can work with you to empower career growth, improve skillsets or solve problems of low productivity and employee turnover, contact us.