October News
Two significant programme rollouts, for BAE Systems and Arriva Trains Wales respectively, commence this month.
Our work with BAE Systems involves designing and delivering two new programmes for its Service Excellence Team. An ActNatural event introduces the concept of Personality Drivers and enables the team members to identify more effective and productive ways of managing their relationships with both customers and colleagues. A follow-up ‘Executive Coaching Clinic’ for senior management within the Service Excellence Team is designed to build on the ActNatural training by focusing on specific leadership applications. Led by a Power train delivery team of Training and Actor Consultants, the Clinic addresses challenging management issues through the recreation of fully authentic situations and people.
Our second new rollout this month is for Arriva Trains Wales which operates passenger rail services throughout Wales and the Welsh Marches via 243 stations and over 400 employees. This project called ‘Action Stations!’ aims to increase staff visibility and information provision whilst improving the response to customer issues - especially during times of disrupted service. It is aimed at the management population who are key to rolling out Arriva Trains Wales’s Vision to be recognised as a leading transport services organisation in Europe.
September News
A major new project sees us working with Kraft Foods to design and deliver communications Roadshows that will bring to life the new Coffee Division corporate Vision and empower its employees across Europe to deliver it in all areas of operation. The development of these highly engaging events begins this month prior to roll-out to all offices and manufacturing bases in Germany, France, Italy, Spain and Sweden. Each event will be delivered in the local language by our specially selected and trained international teams.
Further ‘Simply Brilliant’ projects with Virgin Media are underway, this time for the Business Provisioning and Access Planning (BPAP) division. The role of BPAP is to plan and install services for a wide range of business customers. It matches network resources against the present and predicted requirements of those customers in order to ensure they will be equipped at all times with the resources they need. Tailored ‘Simply Brilliant’ events have been designed specifically for BPAP management, enabling them to develop key leadership competencies by identifying and adapting to the Personality Drivers of individual team members and therefore greatly enhancing their coaching capabilities and outcomes.
August News
Our extremely productive and successful partnership with Virgin Media continues to grow and reap dividends. In the Autumn, in addition to expanding delivery of the ‘Simply Brilliant’ events from Field Engineers to over 450 Business and Networks Installation Engineers, we will be designing a specialist ‘Brilliant Basics’ programme for delivery to around two thousand Contact Centre employees within the Business Sales Team. This is a dedicated function that manages all aspects of data package and telecommunications customer service for the company’s corporate clients. The aim will be to drive up Net Promoter Scores by taking the customer experience up to a new level of excellence.
Power Train and Power NI (the new identity of Northern Ireland Energy) have continued working together to develop the ‘Powering Ahead’ programme of events that we are now rolling out to the ‘Credit & Collections’ team. These events are equipping staff and managers with the skills, knowledge and behaviours they need to effectively negotiate with customers to collect and reduce debt, whilst consistently delivering the desired Power NI Customer Experience.
