Voice of the Customer training for frontline staff
Case Study: The terms of our contract mean we are unable to disclose this client’s identity.
The client has a network of customer facing sites employing thousands of people. As part of an overall strategy to improve customer experience, the organisation needed to train key managers how to deliver Voice of the Customer workshops on a frequent schedule.
Working with our client and their partner, we developed a realistic customer journey with which to frame the training of key managers. This involved consultation and testing. Davies Hickman Partners created a full day training programme and handbook to support the organisation’s managers. Over 300 managers were trained by Davies Hickman. We delivered the training across the UK, with a related cascading programme designed to reach other parts of the organisation.
The results of the training have been outstanding. Participants regularly said it was one of the best training days they had attended. More importantly, it gave managers the skills and capabilities to deliver Voice of the Customer workshops across the national network. This has been critical in improving customer journeys and promoting an organisation-wide CX culture.