Learning Teams™
Significantly increasing Net Promoter Scores and Cross Sales within 90 days
Customers trust customers. Customer service, customer experience, customer engagement, and customer referrals are the new drivers for business growth; the value and performance of your brand is now driven by the calibre of your customer service, your customer-facing interactions and your ability to transform your customer into an active promoter.
VISION Learning Teams is a systematic programme for transforming customers into
promoters. The programme establishes a powerful, trackable index that measures the
promoter strength of your customer base and, using a proprietary and copyrighted
customer communications methodology, transforms your customer-facing teams into
promoter creators.
The VISION Learning Teams Programme is ideal for customer call centres and retail centres of enterprises with over five million customers.
The Programme is typically delivered in three phases:
- Phase One is a programme that engages ten percent (10%) of your customer-facing organization and produces measurable business indicators and trends for promoter growth, reduced staff attrition, reduced customer complaints and increased customer retention and cross sales.
- Phase Two is an incremental programme that addresses an additional thirty percent (30%) of your staff. In this phase, you will see significant improvements in business performance with a 10% increase in promoters and at least 5% decrease in detractors, plus within ninety days of the end of this phase, external customer satisfaction and rating measures will rank you in the top 2 or 3 in your industry.
- Phase Three is custom designed. By the start of this phase you will have licensed our methods, software and tools as well as received full skills transfer in the form of up to 135 certified staff members capable of leading the rollout to the remaining sixty percent (60%) of your organization. Together with you, we will design a programme where our team leaders provide guidance, coaching, auditing and mentoring as your levels of competence increase dramatically.