Onswitch created and led a team session with us a few years back and I was really pleased with the results. Shaping our approach together, as to how we put the customer at the heart of everything we do, was so valuable – everybody had a say and everybody learned practical skills that are now used every day. Both clinical and customer care teams really got to grips with the key stages of the customer journey where their impact is crucial and we’ve gone through 5 Steps and 7 Steps training on Bertha so that everyone approaches customer care the same way. With this common approach, it’s easy for me as a manager to measure performance through Index reporting and comparing results, whilst the team have clear benchmarks to deliver and can celebrate tangible successes.
The Train, Measure, Manage process has brought clarity for all of us, which has in turn made us a stronger team deliver excellent customer care. And with the customer as our ultimate boss, that’s crucial.