Case study

How Tyro elevated its customer service team by powering up on self awareness, team excellence & communicating with impact.

60 employees
over 7 weeks

95% of participants now clearly understand their strengths & weaknesses, showcasing the program's success in building self-awareness

NPS of 51

Client overview

In 2003, Tyro set out to make payments the easiest part of doing business. Today, they’re still into business big time, powering more than 71,000 merchants across Australia with in-store, online and on-the-go payment solutions.

Working with more than 770+ partners, Tyro creates seamless payment experiences for hospitality, retail, services and health providers, with integrated banking and lending solutions designed to help unlock the potential of every business.

Explore the case study

▶ The challenge

▶ The process

▶ Results at a glance

▶ Humans behind it

The challenge

Why did you come to Maxme, and how did you hear about its products/programs?

"We first heard about Maxme through our industry network. After reviewing various vendors for soft skills training, we found that Maxme’s approach really stood out to us. What made Maxme unique was the balance it offered between face-to-face training, virtual and self-guided online learning through the Hodie app. This combination seemed like the perfect fit for our team’s needs, giving them the flexibility to learn at their own pace while still benefiting from the interactive, in-person workshops.”

What challenges were you seeking to proactively mitigate through this Maxme human skills program?

“Our main challenge was ensuring that our rapidly growing team could remain at pace with the demands of providing exceptional customer service. With ongoing recruitment and onboarding happening so quickly, we needed to ensure our employees could hit the ground running and deliver excellent service from day one.
In order to proactively mitigate any difficult conversations with customers, we also wanted to build on communication, empathy and listening skills. As a result, these employees would be more self-aware and confident in their interactions; ensuring they brought their best selves to every conversation. Ultimately, we wanted to boost customer delight, improve client retention, and handle sensitive conversations with greater ease and professionalism."

How would you describe the human skills proficiency of your people before they started the Maxme program?

“Before starting the Maxme program, our people were strong in technical knowledge—they knew the systems, the policies, and the scripts inside and out. However, when it came to handling more complex or emotionally charged conversations, there was room for improvement. In terms of practical skill-building, we identified communication style, empathy, and the ability to manage customer emotions effectively as paramount.
Our new recruits were highly skilled in delivering the technical aspects of service, however had room to improve when it came to connecting with clients on a human level, approaching conversations with the right mindset, and emotional intelligence."

The process

In our initial discovery session with Tyro, Maxme learned about potential customer service challenges associated with upcoming 3G network changes. We gained insights into Tyro’s call centre operations, goals, and broader customer service strategy. Following this meeting, the Maxme New to Leadership Program (formerly Lead and Succeed) was identified as an ideal solution for Tyro’s growing customer service team.

Noting the high technical proficiency (execution of systems, policies, and scripts) of Tyro’s call centre personnel, Maxme’s New to Leadership Program focused on building key human skills such as how to handle difficult conversations, communicate with empathy, and listen more effectively. These core skills were critical for Tyro’s team to build stronger client relationships, engage more effectively, and deliver exceptional service in line with the company’s ‘customer delight’ goals.

Recognising Tyro’s rapid growth, with new staff regularly onboarding, Maxme tailored its New to Leadership Program to ensure Tyro’s team could adapt quickly and excel in client-facing roles. New to Leadership was delivered in a blended format—combining face-to-face workshops, virtual sessions, and self-paced learning via Maxme’s Hodie app. This allowed all Tyro participants to immediately apply their learning while continuing to develop on the job.

To ensure New to Leadership seamlessly integrated with Tyro’s existing training and onboarding processes, Maxme worked closely with the client from day one. Specifically, we needed to foster internal collaboration, engagement and consistent learning from all Tyro program participants across multiple locations. Accordingly, Maxme monitored participant engagement and adapted content for maximum impact over the course of the program.

On course completion, Tyro’s customer service team had developed a specific suite of critical human skills to enhance customer satisfaction, manage challenging conversations, and drive customer retention.

Results at a glance

This is a summary of change in participants’ confidence levels, abilities and behaviours relating to the high-level skill areas in the program.

Self Awareness Levels

Excellence Together (partner mini-quests)

Communicating with Impact

Client-approved extract from Tyro’ Human Skills Program - Team Brilliance Final Program Report (FPR).

A Maxme FPR is prepared for every client on conclusion of the engagement and features:

Program results summary
Formal documentation of changes in participants’ confidence and ability in key areas relating to the program
Detailed breakdowns of levels of Hodie in-app engagement over the program topics
Recommendations for next steps.