CSat jumped from 4.3 to 4.52 out of 5 over the first three months, as a direct result of our training, and how well the techniques are being applied by the National Trust and Capita teams.
“Mazaru designed very bespoke training to support us in over-hauling our joining experience. We’ve been so impressed with the content and delivery, and the resulting boost to CSat.”
Rachelle Elliott, Call Centre Manager, National Trust.
The National Trust wanted to build stronger connections with supporters, right from the moment they join. The experience of becoming a member over the phone was at the top of their list – to make it less transactional and more emotional.
In collaboration with National Trust and Capita, we:
If you’d like tips on how to have more more empathetic and helpful customer service conversations, drop a line to firstname.lastname@example.org