Barclaycard were keen to use the opportunity provided by the introduction of a new call-handling system to develop customer service skills in their call centres in the UK and India. We worked with a team of Barclaycard managers to understand the Barclaycard brand and customer experience and develop 'SOLVE' ; a programme which developed the skills and behaviours needed to deliver outstanding customer service. The 'SOLVE' skills and behaviours were integrated into a wide range of recruitment and performance management processes, aimed at ensuring that they became part of 'business as usual' rather than a short-term change programme.
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