When I first heard about the programme, I was intrigued – I’ve never been coached before, and at the time I’d only been in my role for 15 months so thought it would be a beneficial experience for me. The introductory group session with Liz gave us a few simple techniques to put into practise when making calls to our customers. Post-session the plan was to make calls to customers and then discuss progress, adversities and further development with Liz over Skype and plan how to move forward.

Initially, my calls were meticulously planned – I used the ‘grow’ pad that I was given and gathered all of my notes. At the time, this worked very well and I managed to get all of the information I required, however on reflection this approach was a little robotic, but I wanted to make sure I had everything I needed prior to picking up the phone.

Over the last 4 months, my approach has evolved and is less automated and structured. Now, I feel a lot more relaxed about making my calls and there is less strict planning involved; not because I’m any less thorough but more because I know what I’m doing and I know the questions I need to ask in order to get the information that I need without referring to all of my notes. Overall I feel more confident and looking back I am happy with the progress I have made in such a short space of time.

Ashleigh Roberts - Deputy Account Manager, Arrow ECS