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As part of its ongoing commitment to developservices, Severn Trent Water undertook a customer service department restructure to enhance customer experience. 

The challenge:

A newly-formed customer services management team within Severn Trent Water comprised leaders with a range of experience in different areas of the utility. They all shared the same goals; to increase net promotor scores and customer satisfaction whilst effectively managing the large teams under their charge.

As a new team, cohesion and alignment were key factors in realising these objectives, as were leadership skills, resilience and big-picture thinking.

The solution:

Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.  Our management and leadership modules were combined with individual coaching session to accelerate learning.

The sessions encouraged fresh thinking and interaction. Participants built bonds and developed a wider understanding of various roles and how they affect customer experience. Working together, they developed the core skills needed to effectively lead their teams and so enhance the company’s customer service proposition.

Laughology then worked with the team to develop an interactive show-case event during which they presented their vision to the wider workforce.  Using the skills they had acquired during the process the managers developed new lines of communication and encouraged feedback from all areas of the business which was used to develop further strategy. 

The results:

As a result of Laughology’s programme participants were able to deliver a new programme to the rest of the customer service department.

Severn Trent Water’s net promoting scores improved. The process contributed to customer satisfaction levels of 4.36 out of five, engagement levels increased as did positive relationships with management.  

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