Positive Perspective Case Study

UNUM

Customer Feedback Procedure Workshop - UNUM

Having successfully delivered a number of other courses for UNUM, Positive Perspective were asked to develop and deliver UNUM's new Customer Feedback Procedure Workshop to all 450 members of staff at their offices in Dorking. Although UNUM provided the courseware for the new procedure itself, Positive Perspective's remit was to develop the course, and make full use of this opportunity to Increase UNUM's soft skills standard requirements for customer feedback.

The timescale for developing the course, and rolling out the training was extremely tight. From the initial meeting Positive Perspective had just 6 weeks to develop and plan the course, which consisted of 25 one-day courses with 16 delegates per course, and the entire course had to be completed within 2 months.

Positive Perspective consultants worked together on the project, and the course outline and initial proposal were with UNUM within less than a week from the first briefing.

Because of the tight timescales involved, there were several issues, which had to be diplomatically overcome to ensure that the critical success factors for this course were satisfied. Deb and Tracy successfully met all the necessary deadlines, and 90% of all the employees are currently implementing the new procedure.

Other courses which Positive Perspective have undertaken for UNUM include Trainer Training, Presentation Skills and Appraisals, Effective Communication and The Impact of Change

Feedback:

"very informative, presented very well, and maintained my interest throughout""I have been to a lot of these courses before, but this has been one of the most constructive and realistic"

 

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