Orange Case Study

• 
• 
• 
• 
• 
• 
• 

Home / Case Studies / Orange

Orange PCS

Client Testimonial

"Summit quickly gained peoples trust and that resulted in them taking focused actions that benefited themselves and the business overall. Summit passed on tools and techniques to develop coaches and line management to achieve sustained positive behavioural change."

David Jones - Head of Customer Relations, Recruitment and Training

Issues

Leading mobile telecom provider Orange was doubling the size of its UK operation. Their growing customer base had developed far quicker than anticipated. They needed to enhance their management, coaching and customer service performance if they were to retain credibility in a highly competitive market.

Based across several sites, they lacked a consistent approach to business critical activities. Sharing of best practice did not exist and was costing the business both customers and money. If they were to build their already powerful brand and achieve tough financial targets during a period of strong growth. They also needed to effectively serve their fast developing new business channels.

Solution

Summit designed a unique training and coaching programme that would instill new skills, attitudes and behaviors in all levels of management whilst also improving cross-site communication. The highly participative programme promoted personal ownership of issues and results as well as developing a genuine sense of 'teamwork' where authentic support was available.

Customer Service Managers, Team Leaders and Coaches all participated in the programme to ensure that they shared not just the ideas, but developed more productive relationships and enhanced communication standards that would promote sustainable improvements in the workplace.

A personal coaching programme followed three weeks after the training event. The coaching provided a powerful catalyst to build even further on the new, improved results achieved on the front line and add more practical skills and approaches on to the improvements they had already made.

Call Summit today on 0845 052 3701 to find out how your company can benefit from our unique training programmes.