Customer Service

OnTrack's Customer PRIMACY approach helps:

• Develop a deeper connection with the customer though developing the skills and attitudes using OnTrack's Customer PRIMACY model
• Develop a culture of attitudes and behaviours to drive customer PRIMACY by developing passion, enthusiasm and energy to connect with customers on a feelings level
• Set new standards of quality customer service to provide a unique advantage over competitors

Mary has led the development of a number of key features which enable our programmes to deliver best possible value. These include;

• Using Star Profiling, SQUIP Diamond, Keno, Five Enablers and other OnTrack developed models to accelerate the development of success attitudes and behaviours
• VCA™ (Verbal Communication Analysis) which enables customer service skills to be assessed against a model of effective behaviour
• RASH a framework for service delivery excellence

Motor industry

OnTrack created a solution for this car giant, which developed the ability of the customer facing teams, from two sectors to be able to effectively handle customer complaints, and turn them from critics to champions. This was achieved mainly through developing the delegates' ability to demonstrate listening which sends a powerful signal that they care about the customer. This method will calm the customer down, inspire confidence and enable control to be regained, with both parties listening. This solution was extended to take advantage of the OnTrack coaching solution to develop the line managers as coaches. The line managers were then able to further develop the skills introduced in the training, and able to release the latent talent and develop behavioural change within the teams through ongoing coaching and feedback.

Airline industry

A major programme of design, delivery and development of a team of Champions within this airline, to deliver the programme to 1800 employees which centred on two key initiatives- 1) Experiencing the Customer Journey – A highly motivational and interactive 1 day event delivered to 150 at a time, the intention being to motivate, enthuse, inspire and develop a hunger to learn more, and to change behaviours, followed by: 2) Getting Closer to the customer- a 2 days skills programme delivered in smaller groups. The critical focus of this solution was to remember that customers are human first and foremost, and to adopt a ++/win-win mentality towards every customer. This in turn drove an Adult communication style, leading to positive outcomes for all parties at each customer touch-point.

Airport and airline technology company

This was a global programme for a global company, to develop a Customer First mentality, which led to Customer First behaviour. This mentality was then explored to discover how it can drive up business success and growth. The focus was on developing this mentality with individuals into a collective which would lead to an organisational mentality. In addition to developing this positive mentality, the teams were taught a range of skills and techniques that enabled them to deliver exceptional customer service, which was in keeping with this global company's value system.