Results
Collinson’s Priority Pass provides airport lounges for their guests, so they can have the best experience when they’re travelling. We designed and delivered training for their advisors to help them handle customer contact quickly and easily. Making sure they’re all using the Priority Pass tone of voice. Once we completed the training, we created a QA form to track and measure advisor scores. To put the cherry on top, and really embed the training with the team, we gave them intensive and personalised Social Media coaching to help them save time and cut costs.
Our main goals were to help their advisors:
- Own the conversation and solve customer queries first time
- Be clear and consistent with their answers to customers
- To understand the right time to take conversations offline
Problem
The pandemic made travelling difficult for everyone, and customers went straight to social media to voice their complaints. Collinson weren’t used to dealing with complaints in this channel. As conversation specialists, we could see they needed help in delivering an amazing customer experience in their own ToV on Twitter, Facebook, Instagram, and Trustpilot.
How we worked with Collinson to improve their responses
Along with three weeks of intensive coaching on social media responses, we created core templates which could be personalised for each customer. Our main objectives were to:
- Help team members feel confident responding to customer queries and complaints on social channels
- Embed and track new skills to set the team up for success and help them to keep improving
- Be consistent with the Priority Pass tone of voice
Outcome
Sarah, Head of People & Performance said:
“Getting the tone of our Social Media responses is so important to us and we really wanted to help the team to embed the training. Coaching was the best decision to make sure the team had the right support whilst transferring the training to the real world – time and money well spent!”
Nikita, Social Media Team Leader said she “didn’t know how to thank us enough, it’s made a huge difference.” Now the team are challenging her on the language she uses to make sure it’s simple and easy to understand. We got 10/10 for our NPS feedback from all the advisors and team leaders involved!
If you want to see how we can coach and support your teams to improve their conversations with your customers, then give us a shout at hello@mazaru.com and we’d be more than happy to help!