The RAC
"The RAC's Delivering Exceptional Service programme is designed to drive value and loyalty from every customer interaction. Cape Consulting's Experience Audit identified how we could create a tangible quality to the conversations we hold with customers to make them special and reinforce the RAC brand. Their customer focused training and leadership coaching techniques have created the right mindset and approach amongst our managers and front line people across all our breakdown centres.
'Delivering Exceptional Service' has become business as usual through regular measurement and monitoring. With Cape Consulting's expert guidance we have achieved an outstanding 80% Net Promoter® Score - amongst the very best reported by companies using this measure. We have reduced our operational costs as well as improving our customer experience - a powerful combination that is delivering tangible value to the business."
Kate Burn,
Head of Contact Delivery, RAC
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