fbpx
Skip to main content
BNP Paribas logo

SEVERN TRENT WATER

As part of its ongoing commitment to developservices, Severn Trent Water undertook a customer service department restructure to enhance customer experience. 

The challenge:

A newly-formed customer services management team within Severn Trent Water comprised leaders with a range of experience in different areas of the utility. They all shared the same goals; to increase net promotor scores and customer satisfaction whilst effectively managing the large teams under their charge.

As a new team, cohesion and alignment were key factors in realising these objectives, as were leadership skills, resilience and big-picture thinking.

The solution:

Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.  Our management and leadership modules were combined with individual coaching session to accelerate learning.

The sessions encouraged fresh thinking and interaction. Participants built bonds and developed a wider understanding of various roles and how they affect customer experience. Working together, they developed the core skills needed to effectively lead their teams and so enhance the company’s customer service proposition.

Laughology then worked with the team to develop an interactive show-case event during which they presented their vision to the wider workforce.  Using the skills they had acquired during the process the managers developed new lines of communication and encouraged feedback from all areas of the business which was used to develop further strategy. 

The results:

As a result of Laughology’s programme participants were able to deliver a new programme to the rest of the customer service department.

Severn Trent Water’s net promoting scores improved. The process contributed to customer satisfaction levels of 4.36 out of five, engagement levels increased as did positive relationships with management.  

More Laughology Case Studies

Nat West

Case study
We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.

HSBC

HSBC Case Study
HSBC wanted Laughology to complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.

BNP Paribas

BNP Paribas Case Study
Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme

Severn Trent Water

Severn Trent Water
Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.

O2

O2 Case Study
Telecoms provider O2 wanted to create a leadership-led culture where people could have ‘great conversations that matter, making every day better through personal experiences that count’.

Trafford

Trafford Case Study
Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission.

Fujitsu

Fujitsu Case Study
International tech firm Fujitsu runs a two-year graduate programme designed to develop skills for work and future leaders. The cohort from this programme is drawn from all over Europe.

NWG Innovation Festival

NWG Innovation Festival Case Study
The Northumbrian Water Group Innovation Festival is unique, pioneering a five-day event focused on championing new ways of thinking to address real-world problems. Attendees work on sprints, or short practical sessions, to develop hacks and solutions to a range of challenges.

Brands and organisations we work with:

Ask us a question

You can call us on 0844 800 1701, or use this form and we will get back to you as soon as possible.

JOB VACANCIES: If you're interested in working or collaborating with us you will find our opportunities page here.