Derby City Council
This piece of work was completed on time in the Spring of 2006 and Inspiring People are very used to working to tight timescales and being flexible and innovative to accommodate our customers.
This is the copy from an article which went into the Council’s internal magazine during the training:
How to give a better service…
Training over 900 Council employees how to give better customer service may seem like a daunting task, but Inspiring People’s training consultant, Dawn Cairns, really enjoyed the last few months – largely thanks to the people she was training.
She was particularly impressed by the positivity of the staff attending the course and, though there were some who hadn’t wanted to come, they really enjoyed it. There were a lot of laughs as people shared their own experiences and some real emotions came out when talking about customer service in supermarkets!
Steve, a mobile caretaker, is very familiar with the importance of good customer service having run his own business for 25 years but he thought the session was excellent. “I thought it was a great opportunity to change our views about how to deal with our customers, both internal and external to the Council. The video was particularly good and showed how to react to the attitudes of different customers and just how far a little common courtesy can go.”
The course is now going to be rolled out to all staff through a briefing pack for managers to deliver to their teams. Dawn has made a few suggestions about how to make it even better as well as some tips for improving our service more generally like introducing a consistent way to answer the telephone. One thing that both she and those who attended agreed…good customer service is part of everyone’s job – frontline staff and managers alike.