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Customer Experience
Training Programmes

How AKD helped Mears build better customer and team relationships 
Mears is one of the UK’s leading housing repairs and care providers to both the public and private sector. With 6,500 employees looking after 13,000 people, customer satisfaction is a top priority. 

Mears goal was to put the customer at the heart of everything they do. They wanted to ensure that all colleagues had the awareness, understanding, and tools to do this. They asked AKD Solutions to help develop a programme to deliver significant improvements in customer satisfaction.
We worked with Mears to create the Customer Success Acceleration Programme. This was a five-month talent management initiative for Team Leaders and Managers in their Customer Service and Community team.

The programme covered a range of topics from; Communication Skills and Management Development to Social Value.
We developed a disruptively creative programme to stretch participants. Their collaborative challenges included designing a restaurant and project-managing the arrival of 4000 Paralympians to an Athletes’ Village at a global sporting event. Finally, delegates received an opportunity to demonstrate their learning by completing a project set by their senior managers. 

The programme was a great success with 92% of delegates saying they would recommend it. Mears
told us that our work had enabled employees to better connect with both their customers and colleagues, instilling a more collaborative culture within
the company.

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"AKD facilitated an honest and powerful conversation about race, giving participants the opportunity to share their experiences safely and inclusively. It was an authentic and hugely important opportunity to hear first-hand experiences to help us to understand the issues better. I found the experience thoroughly interesting and insightful, and I hope to continue the conversation at my organisation".
Gary Jackson, Group Director of Marketing Communications and Customer Success Mears
Case Study
We want to make a difference, not just in what we do but how we develop our people. Through AKD, we have been able to on board individuals and teams to our culture through conversation and fun, regardless of their geographical location, language and level in the organisation. Visionary and solution orientated, AKD understand our needs and are able to respond with ‘just the right’ solution every time.
Yvonne Villinger, Head of Global Talent and Cultural Transformation DB Schenker
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“What Akin and his team offer is very different to what many experience as part of a leadership development programme.  Their focus is on experiential learning rather than typical theory and classroom-based training.  AKD have partnered with us to challenge our approach and push the boundaries of our thinking to create and deliver a bespoke, innovative development programme for our leadership team.  The results have been truly inspirational and have left a lasting impact on all participants.”
Alison Bell, HR Director MTR Elizabeth Line
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