Industry Sector: hot beverages FMCG
The commercial teams of Taylor’s of Harrogate had been assembled over a 5 year period from several different high performing businesses. It meant that the tal-ented team of individuals were working in a variety of methods and styles. The Commercial Director Matt Huffer was keen to create a consistently high standard of Customer Management which every customer would be able to discern.
Co-create the Taylors Way of Customer Management with three modules, intro-duced over 2 years and covering 3 main areas (Planning, Selling and Negotiation) Develop 9 core modules and 6 commercial competencies.
Induct all new staff to the new standard of Customer Management Excellence, ensuring internal Champions led the onboarding.
Launched in 2017, Uspire has trained two waves of Champions to lead their Cus-tomer Academy. The first group created and launched the core modules and then took part in two key follow-on initiatives; ‘Inducting new Champions’ to broaden the on-going coaching impact; and the creation of ‘9 in-house learning videos’ one for each of the core modules. This has enabled all staff to see the learning content and for any new starters to be on-boarded in a constantly strong way.
The Advantage Group survey (an independent customer feedback model which compares supplier performances) demonstrated a significant improvement in overall customer service and an increase in the quality of interaction.
“I was a reluctant Champion at first, but what has become increasingly clear to me in the journey are two real positives; first, as educators we improve in the skills we are training and by coaching more often we are seeing tangible improvements across the commercial teams.”
Isobel Goodall, Taylor’s Champion.