When Mitie sought to elevate its customer service standards, our innovative solution became the centrepiece of a company-wide initiative to instil the belief that it’s people who make service exceptional. We worked closely with our client to develop a Customer Service framework specific to Mitie: Show up; Step up; Stand out.

Through powerful storytelling—including authentic interviews with colleagues, realistic scenarios, and a relatable video guide woven into guided discovery learning—employees felt seen, understood, and inspired. This wasn’t just training; it was a tailored experience that resonated deeply with all sorts of different Mitie people in their everyday roles.

The impact was game-changing. Learners embraced Mitie’s customer service framework, made thousands of personal commitments and gave the course stand out NPS scores. This is learning that inspires action—and delivers results.