Day 2

The aim of LEAP is to:

• • understand what LEAP is and why we have it

  • recognise the key LEAP behaviours

  • know how to get the balance right between sales and service

  • reflect on the mindset that will help you deliver LEAP

  • recognise our five customer experience principles

• • understand what LEAP is and why we have it

  • recognise the key LEAP behaviours

  • know how to get the balance right between sales and service

  • reflect on the mindset that will help you deliver LEAP

• • understand what LEAP is and why we have it

  • recognise the key LEAP behaviours

  • know how to get the balance right between sales and service

• • understand what LEAP is and why we have it

  • recognise the key LEAP behaviours

Lead the Market means

• by making sure the customer gets the best experience while achieving the best value for the business; leading our teams to commercial success.

• taking your performance to the next level by putting customers first with a more personalised approach, and selling a package that is valuable to the customers and O2.

• by delivering in an increasingly competitive environment and future-proofing our business.

• by enjoying what you do at O2 and feeling more valued, supported and skilled in providing a great service for our customers.

How do we energise our teams, our people and our customers?

• by delivering in an increasingly competitive environment and future-proofing our business.

• by enjoying what you do at O2 and feeling more valued, supported and skilled in providing a great service for our customers.

• by making sure the customer gets the best experience while achieving the best value for the business; leading our teams to commercial success.

• taking your performance to the next level by putting customers first with a more personalised approach, and selling a package that is valuable to the customers and O2.

How do we Accelerate our growth?

• by delivering in an increasingly competitive environment and future-proofing our business.

• by enjoying what you do at O2 and feeling more valued, supported and skilled in providing a great service for our customers.

• taking your performance to the next level by putting customers first with a more personalised approach, and selling a package that is valuable to the customers and O2.

• by making sure the customer gets the best experience while achieving the best value for the business; leading our teams to commercial success.

How do we perform and be the best we can be?

• taking your performance to the next level by putting customers first with a more personalised approach, and selling a package that is valuable to the customers and O2.

• by making sure the customer gets the best experience while achieving the best value for the business; leading our teams to commercial success.

• by enjoying what you do at O2 and feeling more valued, supported and skilled in providing a great service for our customers.

• by delivering in an increasingly competitive environment and future-proofing our business.

Being ____: look for opportunities, ask questions and actively listen to how people feel as well as think.

Being _________: take ownership, ask questions to find out more, and take responsibility for your actions.

There are 6 key LEAP behaviours for each stage of the customer journey.

• True

• False

Being Curious and Accountable is the right Mindset in LEAP.

• True

• False

what Double Whammy means customer is looking to get one but getaway with 2.

• True

• False