T-Mobile UK asked us to work with them to deliver an outstanding customer experience by their UK retail network. We developed ‘Retail Revolution’; a change programme focused on delivering the T-Mobile brand experience through a mix of training and development for retail teams.
The programme was built around a clear set of ‘Brand Behaviours’ developed to mirror the T-Mobile brand. It included face to face training plus a range of supporting development activity led by Store Managers. The programme was highly successful and we subsequently supported T-Mobile to roll out it out into their call centres.
(T-Mobile, UK MD)