Leaps and Bounds

Case studies

 

Scottish and Southern EnergyEnergy Company's Own TV Show brings new starters to life

New starters at Scottish and Southern Energy's Customer Service Centre are finding themselves on TV thanks to an innovative approach to training. . . read more

 

Major mobile phone supplierNew Style of Training with amazing results

We were asked to re-design the induction in one of the Customer Contact Centre departments. . . read more

 

Royal MailCustomer Service Centre Transformation

In the early stages of the project we identified that performance was poor mainly due to the attitude and approach of staff and not due to a lack of basic skills. . . read more

 

Budget InsuranceA catalyst for change

Leaps and Bounds were asked to become a catalyst for change for a tired and stale training department. . . read more

 

EuropcarAt Europcar last year, results needed to improve but staff were only doing what they had to. They lacked a sparkle and results were below what the business needed. They were struggling with low service levels, were losing market share and customers through poor service. . . read more

 

lastminute.comHoliday Autos staff had little or no training and needed support in improving service. Customers were looking forward to the relaxation and fun of their holiday but staff were indifferent and going through the motions. . . read more

 

The Derbyshire Building SocietyLeaps and Bounds helped a traditional Building Society move towards a more proactive approach to selling, cross-selling and retaining in a very competitive mortgage marketplace. We delivered sessions for the managers to assist in the shift of the culture. . . read more

 

Virgin MobileLeaps & Bounds spent a day with the Sales Team in order to establish the current skills level. We carried out remote monitoring, recording calls for reference purposes. We also spent time with the Team Leaders and Training Team to discuss previous training delivered and the requirements of the business. . . read more