Urheiluhallit Oy - Refreshing customer experiences - Customer service coaching

Urheiluhallit Oy is a limited liability company belonging to the Helsinki City Group, which is organised as a group of eight indoor and outdoor sports halls. Each year, the halls have almost three million customer visits. The halls offer swimming and aquatic sports, gyms, group sports and ball games, as well as swimming schools, courses, events and additional services.

Sports halls offer their customers relaxed and refreshing everyday moments. Their NPS has long been at a high level, and HR Director Tarja Toivanen wanted to ensure that the good progress continues. So he set out to identify a partner for customer service coaching that would focus on the experiential and emotional elements of the customer encounter.

More Than Training Company's coaches were selected as partners Tarja Salmi and Janne Kolehmainen. ”MTTC was the right choice for us. After a joint briefing, we got a package that worked and was easy to move forward with.”, Tarja of the sports halls thanks.

The MTTC coached the indoor swimming pool staff in the spring and autumn, so that the MTTC's part of the morning was spent on different frameworks and discussions related to customer experience and atmosphere creation, as well as small group and role-playing exercises. In the afternoons, the Sports Halls' own management continued to work with the groups, focusing on how to put the day's themes and activities into practice themselves.

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”The aim of the programme was to keep the customer experience at the centre and to have an inclusive, interactive discussion with our staff. I liked how participative MTTC's approach was from the very beginning, right from the tender development phase - it was a good example of how MTTC works through dialogue, rather than just bringing ready-made solutions to the table.”, Tarja explains the selection criteria and objectives of the cooperation.

”The cooperation left a good feeling. The staff felt that the atmosphere was good and open. The training sessions were an interactive experience. It was really nice that our staff could discuss topics with each other in different halls, with their own professional group. We would especially like to thank Tarja and Janne for being genuinely present - greeting, learning and remembering the names of the participants, sharing a meal with us, being considerate, encouraging discussion and making good observations. In addition, they had visited our hall beforehand and brought examples to support the theories. They showed a genuine interest in us.”

MTTC's Tarja and Janne are also in good spirits. ”There was a good atmosphere at the coaching sessions, and all participants seemed to have a genuine desire to offer clients the best service and help with their everyday exercise options.”, said Tarja, and Janne continues: ”It was great to see sports professionals throw themselves into the world of customer experience and think of ways to add both emotion and atmosphere to their own customer work.”

The coaching also left positive results," says Tarja from Urheiluhallien. ”NPS rose after the coaching. It was already at a high level, and there are other things that contribute to that, but I like to believe that this coaching helped the rise. I also feel that discussing emotional, empathy and listening skills made people think about their everyday work in a new way.”

What would you say to someone considering MTTC as a partner for customer service coaching, Tarja Toivanen?

”I myself would like to see a continuum of training. I would see MTTC as a long-term partner for us. I like your approach, where my needs as a client and the needs of the company are taken into account from the very beginning. Throughout the whole process I felt I was listened to and that this led to fruitful and thought-provoking discussions and new perspectives.”

”I would say that if someone wants coaching that understands their business and their coaching needs, MTTC is a good choice. They get to know the business, the team, the locations and the business context beforehand, and only then build the coaching and programme content.”

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In addition to the references described above, we have carried out a number of different types of client projects, and we are happy to share the lessons learned with you.