United Utilities ‘Keeping Customers at the Heart’ After two days of on-site analysis to understand the role and the training needs fully, Real Results designed an accelerated learning programme called ‘Pulse8’ which took the ‘Heart’ theme into a new medical domain. 8 skills and behaviours crucial to customer service were identified and these became the main structure of the programme: ? Listening ? Confident Communication ? Ownership ? Proactivity ? Initiative ? Rapport ? Accuracy ? Respect United Utilities supply water to the North West of England and have a contact centre in Cumbria dedicated to managing billing enquiries, payments and account information. How we helped As a refocus and refresh on customer service Ember Real Results was invited to design a learning interventio

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