Client Testimonial:

“My own, very high expectations of Summit have been exceeded and the outcomes achieved by the project team have been outstanding. Summit is unique in its approach and ethical in terms of committing to achieve measurable improvements in performance. A refreshing change from many other training companies who shy away from remaining accountable”

Richard Clark – Operations Director, Customer Relations & Direct, Bradford & Bingley plc

Issues

Bradford & Bingley plc was aiming to retain profitable mortgage accounts following the ending of preferential interest rate term.

The department had never undertaken an outbound customer sales and retention programme before and team members had no specialist skills or knowledge of how to use the telephone to develop productive, win-win relationships or generate sales.

Solution

The project sponsor selected four colleagues to undertake an intensive one-day training programme to enhance communication, influencing, self-management, rapport building and team working skills. Following the training event, real-time coaching support was provided as the team actually communicated with customers.

The results were instant and measurable. During a period of just ten days, the outbound team retained mortgage accounts with a value of millions of pounds.

However, in addition to the financial benefits, the team also took the first steps in proactively developing more productive and profitable customer relationships. They gained lots of valuable feedback on their quality of service and identified potential future sales opportunities in the process.