Induction

Scenario

  • Our client is a property company whose core business is the ownership and management of UK assets, let to government and large private sector clients.
  • Having established a new helpdesk centre to supplement their head office in London, they needed a provider of innovative customer service training.  The aim was to develop the helpdesk’s culture in line with their business model.

Actions

  • We supplied a customer care induction programme for forty helpdesk advisors and five supervisors, covering: an induction to the company; understanding the self and others; the foundations of good customer relationships; advanced communication skills and problem solving; and assertiveness and belief.
  • We structured the programme with a variety of training methodologies and media.  We used profiling techniques to increase staff self-awareness.  We also held group-bonding exercises and instilled an ethos of collaboration.

Outcome

  • The helpdesk advisors now have a greater understanding of their customer base.  The centre itself has an embedded philosophy of upward-mobility, with team leaders mainly coming from the agent population trained at setup.
  • Our client views the entire operation as essential to their progress.
  • As testament to the quality of their customer service and our training, the recently departed call centre manager has asked us to train her new team.

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