Organizational Transformation
Improving Customer Satisfaction at Leading Telecommunications Company
How we partnered with a leading telecommunications provider in Australia to provide comprehensive customer service training and improve NPS scores.
July 31, 2025
A leading telecommunications provider in Australia sought Korn Ferry’s expertise to address the challenges of declining NPS scores and the need for more effective customer service across its 12,000-strong frontline team. With the company facing increasingly complex customer demands, Korn Ferry was the ideal partner to implement a training strategy that would elevate their customer interactions.
Korn Ferry’s team of experts in Digital and Consulting collaborated closely with the company to design a tailored training program based on their CUE (Connect, Understand, Execute) framework. Utilizing Korn Ferry’s Service Ready Training content, the program was delivered virtually to the entire frontline team, including foundational training, masterclasses, and ongoing reinforcement sessions. This initiative not only improved customer conversations but also contributed to a significant improvement in NPS scores and overall customer satisfaction.
The Results
Korn Ferry’s comprehensive training approach helped the company:
- Improve customer interactions and NPS scores
- Provide targeted training to 1,300 leaders and 8,000 consultants
- Drive customer satisfaction with enhanced service delivery
- Foster internal relationships that ensured accountability and sustained improvement
Leadership & Professional Development
Help your people exceed their potential, so they can unlock yours
Providing Better Customer Support Through Targeted Training
Korn Ferry’s partnership supported the company in creating a sustainable, customer-focused approach to service excellence, positioning them for long-term success. To learn more about our solutions, contact our Leadership & Professional Development team today.
Related Insights
