National Social Care Company

Objective

This company is a child focused organisation that needed everyone in the company to understand and deliver excellent customer service. It decided to run a customer service training day for staff in England, Scotland, Wales and Northern Ireland.

Approach

Perago worked with the HR Director to understand the training objectives and what the benefits to the organisation would be after the training was complete. The one day course, with practical exercises throughout the day, covered the following subjects: * Interpersonal Skills (listening, questioning, clarifying) * Basic influencing styles (assertive, aggressive, passive) * Constructive feedback * Face to face communication * Telephone techniques * Personal security * Managing workload Feedback was received after every course to ensure the material was relevant and useful and a full feedback report was delivered to the HR Director upon completion of the training.

Results

The feedback was overwhelmingly positive with the company's and participants' personal objectives being met. The company has grown and many of the participants have been promoted or have taken on greater responsibilities.

Benefits

The company now has a consistent approach to communicating with customers. The course also set standard requirements in dealing with people and identified improvements to address security issues at a number of the company's premises. The participants also felt that they had learned something new that could make a difference to the way they worked in the future. Perago continues to undertake further training assignments for this company (for example, Successful Selling).