Welcome to Understanding.

	Keeping the Human Factor Alive
	The ground-breaking book Understanding... keeping the Human Factor Alive in the digital age,  was published on 1st November 2006 at £16.50 and is available from all major retailers. "We have now sold over 4000 copies to people in the customer service industry." “If you want to make a real difference to your team or business read this book.” David Rance, Managing Director, Round, UK Click here if you would like to either purchase direct from the author or would like further information 304 pages 148 x 210 ISBN:0955428904 Understanding… keeping the human factor alive in the digital age provides the answers and the ideas to release the potential of people. It is the next step for progressive companies who want to fully engage all of their people so that they deliver a customer experience that matches their brand. It is packed with creative, innovative ideas, thoughts and practical solutions to help you change yourself, your team or your company.

We are dedicated to improving the levels of customer satisfaction in your business. We focus on working with you and your teams to design and deliver solutions that improve the customer experience, the internal communications and culture.

We believe that the biggest challenge facing organisations today is to retain customers and their best people, whilst delivering good returns to shareholders.

Do you need to deliver:

• A differentiated quality customer experience?
• An efficient and effective customer experience?
• An internal culture so that teams are engaged?
• Improved results by developing people?

Increasingly, we live in a world where the technology is in the hands of the customer. Products and prices can soon be matched by competitors and so companies are focusing on the customer experience. However, focusing just on the people aspects is not enough. It is not always people causing the problem!!

"When I took over as the CS Manager teams felt undervalued, not supported and extremely stressed. They were frustrated by the barriers preventing them from helping customers. Understanding and Learning has empowered teams to take control, highlight to the business where improvements are required and focus on a culture of seeing things though the customers eyes. "

Maria Grant, General Manager of Customer Service

Organisations are spending thousands of pounds on training programmes without ensuring that the learning is built into the day to day activity. Far too many training programmes need to be repeated. This is where we come in. We help you make the change stick.

Since 1999 Understanding have worked with many award winning companies in the telecommunications, automotive, financial and legal sectors. We have made a real difference and have testimonials to prove it!

We have developed and implemented the unique Understanding & Learning process. This process really is the missing ingredient within organisations both large and small. It brings your brand alive with your people and your customers. It helps to make your change activity stick.

Implementation of the Understanding & Learning process has been successful in organisations who are very serious about differentiating the experience that they create for their customers.

Many of our customers have won national and international recognition for the quality of their customer service. They have increased their sales and retained their customers. We have played our full part in the transformation.

Understanding have a reputation of delivering exceptional, long-lasting value for our customers. Please call us to discuss your present circumstances and we will listen. We will take time to understand your requirements.

We hope you found what you were looking for. If not let us know. In the meantime, thanks for taking the time to visit us. We look forward to meeting you to help bring your vision alive.

	Measuring the emotional connection of people
	How many times do you return to a restaurant where the atmosphere was uncomfortable and the waiter was rude? A good customer experience is an organisations most overlooked commodity. The teams within the organisation, are the catalyst to providing this. The answer to understanding the levels of relationship between teams and individuals, customers and shareholders is our survey "Connect". Connect asks questions which will immediately flag how teams feel about their role, department and organisation. It only takes five minutes to complete. It provides recommendations and analysis that will help to start the improvement plans. "We have been able to measure the relationship between connected customers and teams. Connect is interesting, stimulating, relevant and the analysis excellent" Vince Muldoon, Customer Relations Director, Orange Netherlands If you want more information or the brochure about connect, the cost effective measurement tool, ring or email us today.

Your Challenges