Approaches to selling insurance needed to change as new FSA regulations were about to be introduced.  In a more highly controlled environment, customer service representatives were finding it difficult to relax and build relationships with customers.  We were asked to design a programme for staff and team leaders that would ......

In a fiercely competitive marketplace and with a brand name that is respected throughout the world,  Reuters have recognized that it isn't sufficient just to be technically competent and to deliver information quickly.  In order to maintain and improve their market position, they aspire to deliver consistently exceptional service.  They asked us to design a skills programme for customer-facing staff that would ....

HBOS wanted to further enhance customer service in order to optimise account activity and revenue.  In order to start their programme they needed an objective benchmark of the degree to which service met their aspiration of ‘Treating Customers like People'.  Any measure needed to be consistent in order to....

ERIC Benchmarking

AXA PPP wanted to compare their sales centre with their competitors in the Private Medical Insurance market.  In particular, they were keen to understand how well their call centre staff built respectful and appropriate relationships with customers.....

Sony Ericsson - A Partnership

Sony Ericsson have a desire to exceed their customers' expectations.  They want to ensure they have a good understanding of how customers' perceive their business and the Sony Ericsson brand.  They really want to know what it feels like to be a Sony Ericsson customer and work towards continuously improving the customer experience.

Empathy Coaching Programme

Having recently made significant improvements to the processes involved in delivering service to customers, the management team now wanted to look at the human interface.  Low industry rankings and adverse customer feedback indicated that this was an area that needed urgent attention. 

Managing a large team of people is often exciting, always challenging and sometimes daunting.  The individuals who carry that responsibility spend much of their energy on developing others and holding the fort! 

Introduction of Universal Call Quality Standards

Having use the Harding & Yorke Empathy Audit to measure how it felt to be a Vodafone customer over a period of time, a project was launched to introduce a new set of call quality standards across the business.  We were asked to deliver a programme which would....

RCN Direct - Introducing Performance Management

RCN Direct needed to introduce a measurement and performance management system into a contact centre where professionally qualified staff had been used to working with little or no individual observation or discussion.  Team Leaders had little experience of coaching or performance management. 

Friends Provident - Setting new standards and changing culture

This business - to business contact centre was aiming to improve speed, flexibility and responsiveness to marketing-led fluctuations in workload by introducing multi-skilling and to move to a more customer - focused culture.  We were asked to deliver a year-long programme that would:

Harding and Yorke carried out an Empathy Audit of the Carillion National Support Centre in order to benchmark the customer facing behaviours of front-line staff.   This benchmark became the catalyst for.....

Aon are one of the largest and most respected global insurance brokers.  Whether business is outsourced to Aon or marketed under their own brand, the sales and customer experience need to comply with FSA regulations....