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Customer Experience Training Programmes

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 Solutions (AKD) is an international organisational change consultancy whose purpose is to stimulate brilliance.

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