“We want each customer interaction with the company to be a positive one where customers are truly listened to and empathised with, where all of our staff listen to and ‘own’ enquiries with a drive and determination to resolve the enquiry within time-scales agreed with our customers”.
Working closely with the team at East Durham Homes we agreed that achieving this aim would require a major change in culture and that the change necessary is as much about developing attitudes as it is about improving skills and process. We agreed to a blended approach to deliver the following:
Staff training events: A high-impact launch event for all staff, to provide a thorough introduction to skills and attitude required to delivering customer excellence.
Training resources: It was critical to the strategy that we create a bespoke training resource to deliver the following:
Train-the-trainer sessions: In order to continue the learning after the initial launch, we identified a team of “champions” who would be responsible for delivering training to their colleagues. This team required the skills to be able to do so confidently.
We worked very closely with our partners at East Durham Homes to deliver a bespoke training solution, branded as: “The Obsessed – Attitude is everything”.
The programme was delivered in three stages:
“Juice Learning has provided tremendous support in ensuring that all of our staff have a positive focus on delivering customer excellence at every interaction. Their immediate understanding of our ambitions, their willingness to thoroughly research our requirements and their ability to deliver a bespoke learning solution have made them a real pleasure to work with.
Starting with a series of challenging and motivational live sessions, they have helped us deliver a truly inspiring programme; their innovative use of theatre and the energy they created had an immediate positive impact on all of our staff. It was also business-critical that we created a lasting-legacy, so Juice provided us with a tailor-made training resource and importantly, gave us the skills for our team to deliver it to their colleagues now and in the future.
I would highly recommend Juice Learning; their positive approach, skills and experience mean that they are the ideal partner for any organisation who faces the challenge of turning their company vision into a reality.
“I thought the training was excellent. It was delivered in a way that made the experience fun and very varied. All of the delegates left realising that their challenge now, is that each individual takes responsibility for their own actions so that EDH continues to offer the best possible service.”
We use a wide variety of techniques including theatre, film, e-learning and live workshops. Find out how our blended solutions have delivered real value and long term improvement.
View all blended solutions >
The latest from Juice Learning
Having invested heavily in process safety in recent years, Nampak Plastics UK identified a need to realise further improvement in its Health and Safety performance in order to fully protect both its business and its workforce.
'On The Ball' is an NVQ certified training package aimed at all English football stewards. The training package comprises of 8 modules each a carefully crafted learning journey including engaging interactive activities all clearly laid out for the steward in their training guide, film footage and handouts.
Enjoy films created by Juice Media on YouTube
Follow Juice on Twitter
View our profile on Linked In