Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission. It was intent on maximising processes, breaking mindset and helping new employees understand what its customer experience was. It wanted to make the shift from providing customer service to providing customer experience.
The challenge:
The solution:
Housing association THT is a housing provider which delivers a wrap-around social housing service. It develops and sells high-end housing to fund its core social housing mission. It builds social housing, houses tenants and supports them. It faces a complex range of challenges, including a shortage of stock, a large waiting list, Universal Credit issues and tenants with complex needs. It has a large customer base who have a wide range of different needs.
We worked with the organisation to deliver modules one and two of our customer experience programme. We arranged customer focus groups consisting of customers at different parts of the customer journey with different needs. Using insights gained from these we built an in-depth profile of the THT customer experience. This allowed the organisation to understand its customers. We identified areas of challenge and recommended workshops and training to help. These included unconscious bias and mental health first aid.
The results:
Why did it work so well?
Behaviours were implemented, tools and techniques helped teams shift mindset. Mixed groups in workshops allowed for a more holistic understanding within the organisation. Staff developed a better understanding of the customer. The Trust saw a reduction in the number of complaints and an increase in cross-functional service.
We worked with customers from the start who shared their stories; good and bad. The organisation was honest, which created trust between front line workers and managers. Recommendations were actioned by the senior leadership team.
More Case Studies
NatWest
Laughology case study
We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.
The programme was delivered in a series of sessions over a two-year period.
We designed a series of sessions during which managers were given engaging and practical tools to help them develop communication and people skills. The programme was delivered through four full-day courses with a three-week gap between each session.
In 2012 Laughology began working with the head teacher, staff and pupils to implement a ground-breaking initiative with the aim of embedding happiness at the heart of school life.
HSBC wanted Laughology to complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.
Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme
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.
We designed a bespoke, multi-level, multi-faceted programme for senior and middle management and introduced various models through a series of workshops and training programmes to deliver communication skills and build emotional capital through the organisation to assist in developing behaviour change.
Through interviews and discussion sessions we assessed the most relevant and useful skills the new heads of years needed to achieve the goals required. We developed a bespoke programme to embed new and effective skill sets.