Case Studies

Challenge

888.com has a team of loyalty managers who look after their customer base. While the group acts as a helpdesk, there are always opportunities to make customers more aware of upcoming promotions and opportunities to receive additional value from 888.com. We were asked to give the group the confidence and the tools to at first sense opportunity gaps in the conversation and offer an attractive message where appropriate.

Solution

The Natural Training design team came up with 1.5 days of training per group of 8 VIP Managers that would help with the confidence and skills to spot conversational opportunities with customers and then to articulate an offer at the right moment. The training featured lots of insights into personalities and buyer behaviour designed to move customers to action more often during conversations. We also included some of our highly merited negotiation training to help the group when it came to achieving mutually desired outcomes with customers who expect to be well looked after!

Results

The 888.com team now has the confidence and the ability to open up and explore opportunities at appropriate moments during conversations with customers. The training was rated an outstanding success and Natural Training has been invited in several times more for other internal divisions at 888.com.