fbpx

CONTACT   |   T: 0844 800 1701  

  • Live events
  • Webinars
  • LOL platform
  • Blended learning

Customer experience at Trafford Housing Trust

Several of the Laughology team have begun an exciting new ‘Customer First’ project with Trafford Housing Trust (THT).

Initially, we captured the thoughts of customers and staff during focus group discussions. This gave us important insights into the customer’s journey and experience, as well as an understanding of the many different roles, successes and challenges that people experience within THT.

During November and December, we have delivered launch sessions to everyone in the organisation. From these half-day sessions, it has become clear that the staff at THT are an amazing group of people who genuinely care about their customers. However, in changing times we know that organisations can’t stand still and keep doing what they’ve always done.

To be successful, they must strive for continuous improvement; to be even better. Whether the staff at THT come face to face with customers or not, everyone has a part to play in ensuring a great customer experience. This became apparent during the launch sessions, with people from a wide range of departments working together to generate ideas for improvement.

Being Laughology, there have also been plenty of giggles along the way. In particular, during our unconscious bias activity – where groups are asked to tell the presenters what they think about them, having only met them for a few minutes.

Did you know that Stephanie Davies looks like she’s married to a rich vicar? Sarah Creegan is likely to take her four children and Labrador to the local café to eat spinach and kale egg-white omelettes. And Kerry Leigh appears to ride a motorbike (or zebra) and live either in a wigwam or on a barge with her daughter Rosie and her husband Jim! We are now busily planning the next three modules, to be delivered in the coming months.

We know that, from these, THT staff will really move forward with their customer-first thinking and, who knows, their initial perceptions of the Laughologists themselves could either be confirmed or challenged as we go along.

Top tips for engaging your teams in customer experience

  • SHARE real customer stories of when things went well / didn’t go well. Bringing the customer experience to life really helps people understand the value and impact of what they do.
  • THANK teams and individuals when they do things that help create a great customer experience. It’s important that thank-yous are authentic and personalised. For example, thanking someone who doesn't drink but has a sweet tooth with coffee and cake shows them you have genuinely thought about them.
  • Create the opportunity for people from different departments to spend some time together to UNDERSTAND what goes on in other parts of the business. This helps reduce an ‘us and them’ mentality and lessens frustrations.
  • ASK employees what they think could be done better and how, and LISTEN. Capture these ideas on post-its, walls, online, etc.
  • SHOW when any of these ideas have been implemented, so that people know they are an important part of the organisation, no matter what their role.
  • Created on .

Learning and development news

Year 7s develop resilience and change the way they think

Year 7s develop resilience and change the way they think

Victoria Maitland visited Fazerkerley High School in early September to spend a full day working with the new cohort of year 7s.

Read more

Sarah Creegan was very excited to facilitate two face-to-face INSET

Sarah Creegan was very excited to facilitate two face-to-face INSET

After several months of delivering online sessions, Sarah Creegan was very excited to facilitate two face-to-face INSET days at the beginning of September. She did insist, however, that both schools have the same name. Which, luckily, they did!

Read more

Kerry Leigh’s delivers the HCS PSHE programme to Broadsquare Primary School how

Kerry Leigh’s delivers the HCS PSHE programme to Broadsquare Primary School how

Broadsquare Community Primary in Liverpool is becoming a Happy Centred School, and chose to have an introduction to the  Laughology PSHE programme on their September INSET day.

Read more

Dave Keeling’s mission was a half-day full staff INSET on growth mindset

Dave Keeling’s mission was a half-day full staff INSET on growth mindset

First gig back in September and Lead Happiness Consultant, Dave Keeling, was thrilled that he only had to travel 6 miles down the road - he’s only just got used to having a lie in!

Read more

Tesco Team Day

Tesco Team Day

Some organisations have continued to recruit and grow through the pandemic. Tesco brand team is an example.

Read more

Senior Leadership Development for St James’s Place   

Senior Leadership Development for St James’s Place  

Stephanie Davies usually enjoys an annual trip to the Lowry Theatre in Salford to take senior leaders from St James’s Place Investments through their paces.

Read more

Senior Leadership Development for St James’s Place  

Stephanie Davies usually enjoys an annual trip to the Lowry Theatre in Salford to take senior leaders from St James’s Place Investments through their paces.

Read more

Free presentation download: Mental Health in the Workplace

Free presentation download: Mental Health in the Workplace

Break the Taboo and encourage discussion about Mental Health in the Workplace

Read more

Creating a happy classroom

Creating a happy classroom

As a teacher, the idea of creating a happy classroom is normally at the top of our agenda.

Read more

Leading With Empathy

Leading With Empathy

As Brene Brown says, ‘empathy fuels connection’. Using leadership skills to lead an organisation with empathic behaviours improves communication and staff loyalty.

Read more

Boosting Mental Health and Wellbeing in the Workplace

Boosting Mental Health and Wellbeing in the Workplace

Reading is good for mindfulness, feeling calm and general wellbeing. So, at Laughology HQ, we have selected our top mental health and wellbeing reading material for you to look through. There’s top tips, activities and advice in every post.

Read more

Building Mentally Healthy Schools

Building Mentally Healthy Schools

Here at Laughology, we know that you’re working hard to look after the mental health and wellbeing of staff and pupils at your school. But coping in times of change or challenge can only be done if we have the skills in our mental health and wellbeing ‘toolbox’.

Read more

Mind the gap: Supporting managers and teams back to work

Mind the gap: Supporting managers and teams back to work

Even before the coronavirus crisis, mental health issues were the number one cause of long-term absence among UK workers. Lockdown will have undoubtedly exacerbated this issue.

Read more

Menopause: A hot topic for everyone

Menopause: A hot topic for everyone

How do you engage traditionally male-dominated industries to talk about the menopause?  

Read more

FLIP-it resilience webinars 

FLIP-it resilience webinars 

This month we’ve focussed on resilience and have hosted several webinars introducing delegates to our unique FLIP-it thinking model.

Read more

Unconscious bias and diversity in the workplace with Elexon

Unconscious bias and diversity in the workplace with Elexon

Lead happiness consultant, Dave Keeling, is not used to working in August. He’s usually too busy slapping on factor 50 and doing widths in his paddling pool. 

Read more

Resilience in the workplaces often starts with great managers and leaders

Resilience in the workplaces often starts with great managers and leaders

Here at Laughology, we’re proud as punch when we help people, and we know supporting them to be resilient is a great life skill.

Read more

Humour: Your Secret Weapon for Resilient Teams

Humour: Your Secret Weapon for Resilient Teams

Can you actually learn to be resilient? Or, in the words of Lady Gaga, are you born that way? Do the people who cope with life’s toughest challenges come out of the womb with a smile on their face, high-fiving the doctors and midwives as they pass? Even descending through the birth canal is seemingly a breeze.

Read more

Why resilience is important for yourself and your teams

Why resilience is important for yourself and your teams

Laughology’s team is made up of experts with backgrounds in business and performance. For both of these you need resilience.

Read more

Head on over to our personal and professional learning and development webinar page

Head on over to our personal and professional learning and development webinar page

Here at Laughology, we’ve done our best not to let a major pandemic get in the way of delivering some fantastic learning and development opportunities during recent months. 

Read more

Ask us a question

You can call us on 0844 800 1701, or use this form and we will get back to you as soon as possible.






Message*:


SIGN UP FOR REAL FAKE NEWS!

WE PROMISE TO ONLY SHARE YOUR EMAIL ADDRESS WITH THE RUSSIANS AND DONALD TRUMP
Sign up to our regular Laughology bulletin

Laughology
Suite 869, Kemp House,
152 - 160 City Road,
London EC1V 2NX

T: 0844 800 1701
E: Laughology
F: 0208 337 9262