THE IMPROVISORS - 2014 Finalists Team Gold

TEAM PLAYERS


The Improvisors are a corporate entertainment and staff training and development company. Like no other... The Warehouse will attest to that.

In 2012 The Improvisors were invited on board to help develop a country-wide staff training programme that supported and enhanced The Warehouse Group Culture and way of working, with particular emphasis on being a customer led business.

The programme was to help team members better understand that all they do is for their customers, and empower them to make a genuine, personal connection with customers.

Love Your Customer was a half-day programme for 15 – 20 participants hosted by a team of 3 Improvisors run Nationwide in 18 centres delivering to 5000 team members over 10 weeks.

It worked. A few weeks after roll-out, the number of customer complaints were down 43% and compliments rose by 140%. As you know, it's easy to complain but it takes a lot to actually pick up the phone and say thanks.

"We got the Warehouse job after we'd done a similar thing for Z petrol stations," say Improvisor chief Tim Gordon. "Obviously CEOs talk! But the last 24 years we've developed a unique skill set. The Warehouse Leadership approached us as they believed there was no existing Programme that would have suited their needs."

Learn more: www.theimprovisors.co.nz
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