Case Studies

Here are some brief training case studies which summarise some bespoke projects we have undertaken for UK clients:

Customer Service Workshops

Working with a client in the insurance and financial services industry, our remit was to design and deliver a number of bespoke Customer Service Workshops to their front and back office Customer Service Team. The aim was to improve their working relationship, allowing them to become more innovative in solving service issues and more responsive to change.

Participant and senior management feedback from the training was exceptional (averaging 9.66 out of 10). As a result of the training, some participants presented senior management with innovative customer service solutions. Many of these were successfully implemented into the organisation.

The result of the training was to create a thriving team spirit. The focus was on individuals taking personal responsibility for customer service, culminating in them winning a regional training award.

Assessment Services

The assignment was to support a pharmaceutical client going through a major organisational change with their sales team. KSL were commissioned to design a range of bespoke assessment exercises. Also required was the supporting internal assessment framework, within a tight two week turnaround.

Working in collaboration with their outsourced HR team, we ran ten assessment centres across the country. The objective was to select suitable candidates for two new jobs, available as a result of the change.

The assessments were very successful with high consistency across the large assessment team. The right candidates for the new roles were identified, and the OD Director was extremely grateful for the quality, collaboration and professionalism demonstrated by the KSL Training team.

Management Development Programmes

Working with a rapidly growing technology-based small business, the assignment was to design and deliver an eight module management development programme to both senior and middle managers/team leaders, to meet their changing needs.

For many managers, this programme has been instrumental in equipping them with the necessary basic management skills. And for the senior managers, the programme has helped them step up to the challenge of their new role. In addition, it’s helped unite them as a collective, highly engaged team with structured business plans to achieve their vision and targets.

As their training partner, we also support the business with other training, advice, resources and coaching to assist with the change.