Customer service

Challenge

Equip BT's 8,000 strong IT team with the skills to delight customers.

Solution

The team started with a competency model that clearly defined the skills needed to deliver great customer service. Working with The Mind Gym, the HR specialists selected a series of workouts to form the basis of a programme that supports the model.

Additional development was also on offer for specific roles but this programme formed the core requirement for everyone in the division.

Results

5,200 participants went through the programme.

• 91% say they would apply what they learnt.
• 88% say they would recommend the workouts to others.

"This is a large population to reach in a short time. The Mind Gym was quick to get going and has since delivered consistently excellent workouts for the whole population. We are seeing improvements far sooner than we would have done with any alternative solution," David Murphy, leading the programme at BT

The comments from participants, and these are just a small selection, included:

"I have been looking for this stuff for years. Fantastic."

"Powerful and useful both in work and socially."

"Will definitely help me to build relationships in my new role."

"Really made you aware of how people tick."

"Very thought provoking. Will help me greatly."

"I really enjoyed this course and can see immediately how I will apply this in the workplace. It has also made me understand why some of my colleagues react the way they do."

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