Engage

case study

A UK Government Public Sector Integrated Work and Benefit Services Department

circleindigo enabled a newly created division of 180 outreach staff to prepare for and to develop skills to engage with their 'hardest to help' customers.

business need

• To provide outreach and customer facing staff with tools and approaches to engage with their 'hardest to help' customers
• To build team cohesion and develop effective support and networks across the department

what circleindigo did

1. Consultation with newly appointed managers to understand the context, associated needs and issues
2. Designed and delivered a series of two day events to equip staff with new tools and approaches for working with their customers
3. Provided a co-coaching model and approach to foster sustained learning through a three month practice period
4. Delivered a series of one day follow up events to reflect on and extend learning

outcomes

• Increased confidence to adopt an innovative approach with customers
• Developed effective communication and coaching skills
• Increased ability to build rapport and involve customers in the problem solving
• Improved inter-departmental dialogue and networking
• Enabled personal change and benefits from using new tools and approaches
• Improved delivery of services and products to customers

what the client said

 Although I try to be positive I felt there was not much I could learn about dealing with the hardest to reach customers. I was proved wrong. I learnt practical tools for engagement that I can use in my day to day interaction with customers - Excellent! 

Senior Advisor