Showcase

The Challenge

In 2002 BT launched BT Global Services and engaged TMI to embed a set of new service values & behaviours to create a consistent customer experience, & assist to unify new & disparate elements of the organisation. The challenge was to do this working with a new business model that needed to drive down costs but not at the expense of increased customer dissatisfaction.

TMI Solution
  • To make the new brand values become the lifeblood of BT Global Services
  • Recruit, assess, develop & accredit a pool of 250 internal facilitators to roll these out across the globe.
  • Performance management to reinforce service values & behaviours to become 'business as usual
  • Customer service training to align global attitudes & behaviours towards simple & complete customer interactions that maximise potential of customer spend.
Bottom Line

Increased Customer satisfaction - more than 20% above the industry standard - Increased revenue - BTGS contributing to well over 60% of BT Group's revenue - now the largest operational unit in the Group Achievement of multiple customer service Telemark gold awards for it's new IP services

Testing the Resilience of the Approach
"One of the Director's was impressed by how long TMI spent testing things out by running several pilot workshops to check that the language and content was pitched at the right level. TMI listened to the needs and concerns and were responsive, reactive and flexible in their approach."