Driving Customer Experience and Coaching Excellence in a Corporate Client

Client: Corporate Customer Service Centre
Focus: Customer Experience, Colleague Engagement, Leadership Coaching

The Challenge

Over nearly 10 years, we’ve partnered with our client to help them continuously improve customer experience and colleague engagement across their customer service centre. The ambition was to strengthen front-line capability, embed a genuine coaching culture among leaders and managers, and ensure improvements were sustainable.

Our Approach

At the heart of the partnership was the design and delivery of a highly engaging, practical customer experience training programme for front-line colleagues.

Alongside this, we’ve worked with leaders and managers to build and embed a coaching culture through a four-session coaching skills programme.

To ensure change was embedded long-term, we also developed a customer experience measurement framework, and a coaching excellence framework, complimented by individual coaching observations and coach-the-coach sessions.

The Outcome

The work has led to significant improvements in both customer experience and colleague engagement, including: 

• A strong rise in customer satisfaction scores
  
• An increase in UKCSI scores
  
• A reduction in complaints from over 150 per month to under 100 within the first six months
  
  

The organisation has moved forward in establishing a sustainable coaching culture, enabling higher-quality conversations and continued performance improvement.

Client Feedback

Corporate Customer Service Centre
Training & Development Manager

"Pete’s approach is underpinned by discovery and observed insight. He holds the mirror up in a supportive but appropriately challenging way, enabling us to improve. He has helped us develop a genuine coaching culture, moving away from tick-box feedback to behavioural-based coaching.”

Corporate Customer Service Centre
Head of Customer Service

“Pete has a real ability to pull out the needs and gaps of the clients he works with, making outcomes feel like collective decisions. He sparks meaningful conversations and responds attentively to client needs.”