Virgin Money

  • The Client

Virgin Money aims to offer customers a wide range of great value financial products that are easy to understand.

  • The Challenge

To increase levels of business through the development of a high performing sales and customer service culture.

To establish a framework to support leaders in implementing best practice skills in both sales and customer service across three channels: the branch network, contact centre and intermediary business. 

  • The Solution

We proposed a five stage programme for Branch, Contact Centre and Intermediary Managers, team leaders and all Sales and Customer Services colleagues. The programme included training in:

The Result

"Brett is quite rightly recognised as a Sales Leadership Industry Expert and he (together with his specialist team) have been instrumental in our business successes.

TLSA…delivered the new processes, skills and behaviours required to create the foundations for significant long term cultural and performance growth.

Thank you TLSA for helping us improve our business for our colleagues and customers."

Heather Lauder
Director of Customer Services