train4change is Raising The Bar at Avanti West Coast

Avanti know that their people are at the heart of delivering the brand proposition, ensuring its success and in continuing to deliver customer experience excellence.  Key to all if this is creating a service quality mindset – where customer facing colleagues are focussed on delivering the best quality service they can at all times, even in the face of challenges. 

We started working with Avanti in May 2021 to deliver the Raise The Bar Customer Experience programme to 2300 customer facing colleagues throughout the business. 

Raise The Bar is a 2-day learning activity where colleagues from different customer facing roles come together to share ideas and experiences, explore the Avanti brand and define what this look/sounds like in action, and identify the components of customer experience excellence. Developing a growth mindset and understanding how to build personal emotional intelligence are core elements of the learning. Recognising the impact of the COVID pandemic on customer behaviours and anticipating new customer behaviours as different ways of working and living evolve are at the heart of the programme, as is exploring how customer satisfaction is measured and improved.

Here is a selection of our learner feedback:

And our learner satisfaction ratings tell their own story too.