Affinity Water were embarking on a transformation of their customer experience to support their vision to be the UK’s leading community-focused water company. The programme was being driven by a customer centric agenda and was being encouraged by the industry regulator. We helped Affinity Water drive this programme in three key parts.
We designed and delivered a train the trainer, service delivery programme, to the external businesses who work on behalf of Affinity Water to ensure that a consistent level of service was provided in the field. We also delivered a complaint handling programme to the Directors’ Office team to reduce the number of stage 2 complaints. Finally, we delivered an internal train the trainer programme to maximise the internal resource of the training team.
The post programme metrics showed high levels of satisfaction across all measures with the programme structure, trainer, material, activity, environment, objectives, relevance and confidence all scored between 90% and 100% by participants.
We also worked closely with the internal Affinity Water Learning and Development team to handover the content of the programmes to enable them to build the modules into refresher training and follow-up training in a self-sufficient manner.
We made Three’s Team Leaders the heroes of service performance, and empowered them to deliver training &…Learn more
This organisation needed to improve its existing induction programme. They faced challenges of significant attrition with an…Learn more
Halfords commissioned us to conduct a detailed analysis of their learning needs and provide advice, guidance and…Learn more