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Working within financial services for 5 years has supplied a strong insight into processes that work well and improve customer experience. NFU Mutual provided a forum to apply this. In the beginning, understanding the existing system was more important than suggesting changes.

Become familiar with the sales system and the company training and note possible areas for improvement. Once through training, gain experience of the systems used in the Customer Service and Quality departments to identify potential inefficiencies. 

  1. BulletGaining insight into how training has been developed in one company versus another, for the same eventual outcome

  2. BulletRecording the views of a training group to identify weaknesses and strengths in the programme

This was a self-directed project and so no feedback was sought on this stage to ensure the training experience was authentic.

© Garry Burns 2012 ・ garry@pushyourdesign.com