“Working with The First Word was an enjoyable experience from the outset. They met all our expectations and provided more than just a training session. We now have a framework to work within which provides us with formats, structures and audits. This was all delivered in a way which enthused my team and encouraged them to change.”
Joanna Everett

Customer Liaison Manager, EDF

In our words

EDF Energy’s strapline is ‘feel better energy.’ That sounds great in an ad. But how do you make people feel better when things have gone wrong? We helped EDF Energy apply the same approach to their customer service writing with a ‘feel better letters’ guide and training programme. The new approach didn't just change the words – it helped create a more positive culture in the teams. And that rubbed off on their customers, who responded with positive feedback that showed they felt better not just about their complaint, but the company that resolved it.

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