Scenario: The Supporter Relations Team at Blood Cancer UK reached out to Jacqueline for guidance on how to enhance their customer experience. During an initial discussion, Jacqueline learned that the team is extremely busy and frequently handles crisis calls. In response, she proposed a tailored program that focuses on emotional resilience to better support team members dealing with these challenging calls.
Once the Client approved the proposal, Jacqueline designed and delivered the program. To assist the Client in achieving their goal of providing excellent customer service, Jacqueline incorporated the Six Pillars model into the training. This model, developed from a report by KPMG Nunwood, outlines the best practices of organisations known for delivering outstanding customer experiences.
During the session, the team had the chance to reflect on the Six Pillars model and assess their current customer service against its criteria. The Client was impressed with the workshop, stating that the Six Pillars exercise was “useful and will help guide future improvements.” For more details, please see the link to Jacqueline’s blog.
Below is the feedback received from the Client.
