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Champions Programme in Customer Care

We have run this type of linked programme several times in organisations ranging from a third party maintenance organisation to a national insurance company.

The insurance company was the largest programme with a delegate population of 600 full time staff and with 100 contractors working in the IT department.

The programme focus was exclusively on the concept of servicing “internal customers”.
Prior to the commencement of the programme, there were a significant number of challenges to overcome:

The customer had no available resources to manage the programme
There were already a number of other projects running
The audience was very sceptical.

We agreed to install full time project management together with full time administration which dealt with all of the programme design, the allocation and management of a faculty of 9 tutors, the delegates and resourcing. In addition there was a requirement for detailed reporting on the progress of the programme.

Other areas in which we contributed:

The programme required launching
We recommended explaining the programme in detail to Managers to gain their early buy-in
We agreed a policy for dealing with absence from a course without valid reason (ie too busy)
We developed the reporting mechanism
We managed the Passionate Champions.

The measures were demanding and covered observable evidence of:

1.A change of language
2.Improved responsiveness
3.Improved team working
4.Openness to ideas
5.Internal networking
6.Better transfer of information and knowledge
7.The identification of “Passionate Champions”

The Passionate Champions were required to continue the momentum of change and to drive other projects.

Other programmes emerging from the project included Train the Trainer, a “Holding Pattern” to bridge between projects to provide continuity, a management programme, a programme launch and communications programme and a management conference.

Summary and observations
Earlier involvement of the Passionate Champions in positive, visible activities would have quickened the pace of change. Sponsorship by Managers of projects that emerged from the programme could have been done sooner.

How it works: The problem

Sales Graph The idea of a Training Academy was born out of efforts to turn around the performance of one typical company-wide sales training programme, where:

Induction training was patchy and boring
Product training was a sea of facts and figures reinforced with an end-of-session test
Paperwork was “covered” but with no rigor
Sales training was a five-day course ending with a test
New recruits were sent to the regions to be further “developed” by managers

How it works: The solution

The solution uses PTS’s principles of hands-on, client-centred training with follow-up monitoring and measurement. The Sales Academy is a 26-week programme that includes training, follow-up, monitoring, reporting, development, fast tracking and (in a small number of cases) removal.

We make product training more application-oriented, including demonstrations.
A home study workbook is written to ensure complete understanding of the sales documentation. Delegates are asked to read business scenarios and produce quotations and proposals, supported by completed documentation.
The initial five-day activity-based sales training programme gives delegates a structure to their selling, and practical and effective tools to increase the accuracy of forecasting and qualification.
Live telephone calls to potential customers provide diarised appointments immediately after basic training. Delegates set their own test each day and the end-of-course test is replaced with an end-of course video.
Tutorial staff provide individual reports to identify stars for fast tracking, those likely to graduate and those who might have a problem graduating.
Delegates return every six weeks to report on how they have applied themselves, their activity levels and their results. Follow-up sessions build on previous training with more demanding sales situations.
The process culminates in a graduation presentation or, for those not yet ready, an extended programme of support.

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