The challenge
AXA Health (formerly AXA PPP Healthcare) wanted to move beyond process-driven customer service and create a more consistent, emotionally intelligent customer experience.
The reality was familiar.
Different advisors handled conversations differently. Some felt confident handling difficult or emotional situations, while others struggled under pressure. Customer interactions could feel inconsistent depending on who answered the call.
At the same time, leaders wanted to create a culture where advisors felt more empowered, engaged and connected to the impact they were having on customers.
Besides simply improving scripts or processes, it was important that their team could communicate efficiently, build trust fast and feel confident in the moments that mattered most.
The solution
FIT partnered closely with AXA Health to deliver a tailored training and consultancy programme focused on behavioural change, emotional intelligence and frontline confidence.
Rather than delivering generic training, the programme focused on the real conversations advisors were having every day.
We helped teams:
- Build confidence in customer conversations
- Handle difficult situations more calmly and effectively
- Improve ownership and accountability
- Create stronger emotional connections with customers
- Deliver a more consistent customer experience across the frontline
Alongside the advisor training, team leaders were also supported with coaching techniques to help reinforce learning and maintain momentum long after the workshops ended.
The focus throughout was practical application. Not theory or scripts, but real behavioural change that advisors could immediately use in live customer interactions.
The Result
The shift was felt quickly.
Advisors became more confident in the way they handled conversations. Customers experienced greater consistency. Teams communicated with more empathy, ownership and clarity. Importantly, the frontline felt more supported too.
Instead of simply processing calls, advisors felt better equipped to genuinely help customers, even in the most challenging situations.
The commercial impact followed. Within just four months, results had already improved by 196% compared to the six-month period before the programme began.
But beyond the numbers, the biggest change was cultural.
Customer experience became something people actively owned, not simply something they delivered.
“The investment in developing professional skills has been fantastic. Marie and the team from First Impression Training are excellent at uncovering hidden gifts and talents within people. Our advisors loved the workshops and came away with new insights and practical techniques they could immediately apply in the workplace.”
S.H, Director
If this story resonates with you and you feel stuck in a rut with the customer experience you and your team are delivering, book a clarity call with us and start your FIT journey!
