Triple award win for AXA’s inspired customer services team

Posted on Feb 21, 2018

Learning strategies

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AXA Business Insurance has brought home a third award for its ground-breaking training programme for customer services staff at its Glasgow office. Sponge worked as a service supplier on the programme.

The projectInspiring Customer First  was aimed at building on AXA’s global reputation as a brand that truly partners with small businesses and enterprises. .

Inspiring Customer First won silver at the 22nd Annual Learning Awards organised by the Learning and Performance Institute and hosted by TV celebrity, Tess Daly at the Dorchester in London in February 2018. The award came in the External Learning Solution of the Year category.

The judges praised the “high energy campaign” and commented: “As a result of the multi-faceted mix including a range of coaching, video and social media, the Inspiring Customer First programme increased customer advocacy and loyalty. Both of which are holy grails, especially in the customer service world.”

This latest recognition follows the Gold Award presented at the Learning Technologies Awards 2017 in November 2017 for the Best Use of Blended Learning, and the Silver Award for Best Customer Service Programme, announced at the 2017 Training Journal Awards.

Inspiring Customer First was launched in January 2017. By the end of the year-long campaign, positive customer comments had increased by 113% and top-rated calls – according to AXA’s internal call rating system – had doubled.

The company is committed to a call-handling culture that is focused on people not policies, and on a personal rather than transactional relationship with its insured businesses. The learning itself was focused on soft skills such as positive language and empathy.

Edmund Monk, CEO at the Learning and Performance Institute, said: “The standard of entries for the 2018 Learning Awards has been exceptional – both in terms of quantity and quality – with entries from 42 countries.”

“The independent judging panels have been incredibly impressed with the vision and depth in providing learning solutions. The individuals and organisations recognised here are inspirations to us all and deserve the fullest praise for their achievements.”

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