Portfolio Archives: Coaching

Developing leaders to become the best coaches by Craig The challenge Intertek is a global Total Quality Assurance provider offering assurance, testing, inspection and certification services around the world. Intertek has technically gifted and brilliant leaders who are experts in their field. Aligning to their business strategy, Intertek wanted to support their leaders and managers…

At Rambutan we feel passionate about coaching.. by Craig …but this client story isn’t about us. We wanted to share what it was like to experience coaching first-hand, just in case you were thinking about giving it a go. So, Craig grabbed five minutes with two of our clients and quizzed them on their time…

Virgin Media Complaints Department saw their Net Promoter Score (NPS) and staff engagement scores improve massively after we invited employees to shape the future of the department and helped managers to find time to develop their people.

Colleagues at Orange started living the company values and received improved customer satisfaction scores after we delivered customer service and leadership development.

Ventura benefited from improved employee engagement and reduced staff turnover after we helped them get their people more involved with the business.

Phones 4u reached number 36 in the ‘Top 50 Call Centres’ on their first attempt, and continue to climb up the chart, after we used a ‘train the trainer’ approach to deliver service improvements.

Sky improved their Ofcom relationship after we used a ‘train the trainer’ approach for their customer service and sales centres.

Cruise and Maritime Voyages achieved their best sales after we ran workshops for all their sales teams.

£78,000 is still being saved every year at Northern Rail after we delivered mindset workshops for their customer relations department.

Often we get asked to deliver some training but when we do our ‘consulting thing’ get under the skin of the problem we sometimes discover that to operational improvements are possible too.  Northern’s business leaders now get customer insights from the team and use them to improve lots of aspects of their operation

Being on the front foot to enable the business to navigate through the unknown future developments within the UK rail industry

We supported managers at Dixons’ distribution arm as it undertook a radical restructure of its business: many of their jobs were changing or disappearing but they still had to be there for their staff who were losing their jobs – a tough ask

At Business Link Yorkshire we supported those being made redundant as they came to terms with the changes that lay ahead of them, whilst still delivering a service to their customers and exceeding their targets

We’ve developed the leaders at Volker Vessels through a series of innovative workshops

At the National College we delivered several parts of their internal development curriculum and were asked to do even more after the great feedback we got!

At London Underground we developed a suite of courses that were designed to help the HR team deliver a world-class HR service to the business

With our support, a Phones4U call centre managed to achieve its customer satisfaction goals early and get high praise for its improvements to customer service

Whilst losing their jobs, we helped the people at Business Link continue to deliver whilst the business closed down as well as finding new roles in other organisations… much coaching and working on mindset was involved here

Ventura’s fortunes turned a corner after we facilitated the board to think about how they wanted to position the company in a very competitive marketplace

We’ve worked with the boards of several companies and a fabulous children’s charity to help them think about their visions and strategies; facilitation is the name of the game in all cases!