Case Studies

Smooth Sailing...

Bespoke customer service training leads to improved customer service skills and positive customer feedback.  

Tamar Crossings reached out to us in 2023, to ask if we could produce tailored customer service training for their busy public-facing teams.  They wanted to upskill their workers to improve the customer's experience and reduce involvement of management in dealing with customer complaints.

"We commissioned this training as a significant amount of time was spent dealing with customer complaints.  We are also undergoing a culture of change, and this was an important element of resetting standards." Tamar Crossings

Training program development

We facilitated and led structured meetings with the organisation, focused on pinpointing their training needs in detail, reflected these back to the organisation and gained their agreement to a bespoke customer service training program.  We then identified the right timings for training delivery to ensure we accommodated shift working patterns and that all workers could attend.

"Skilltec were professional and really helpful as we begain discussions to develop a training solution that could meet our varied requirements and complicated delivery timetables.  This resulted in Skilltec developing a highly customised training programme, to be delivered over a 9 week period."

Training Implementation

The training programme was carefully developed and delivered by our highly experienced Business Skills Training Specialist, Chris Holl.  Chris is adept at people and change management and worked hard to ensure that the needs of the entire group were met.  He facilitated interactive discussions to allow workers to share their experience and challenges.  He then focused on practical tips, sharing best practice, and inclusively delivering the course content, to ensure the information was relevant to each participant, and understood by them.

"Each week the trainer, Chris, arrived on site with a friendly smile and was keen to engage and understand the trainees and the dynamics involved in their working relationships.  I was impressed by Chris's manner and ability to encourage full participation as well as the course content."

Customer Service Training Course

The bespoke training course was designed to be transformational in helping Tamar Crossings build exceptional customer experiences.  Suitable for everyone who was delivering service to customers, the course equipped the team with the tools and techniques to be able to positively handle any request and differentiate the service Tamar Crossings gives to their clients.

Inspirational and motivational but also structured and practical, we focused on real-world scenarios, applying academic theory to actual work situations.  The training style was highly participative with plenty of space for discussion of actual examples.

"The course itself was perfectly geared for our needs and avoided generic customer service terms or scenarios which are not relevant in our operating environment."

The Results

Beyond the positive feedback following each session, Tamar Crossings customer service significantly improved, with the team enjoying positive reports from their customers highlighting the excellent customer service experience on board!

"I can confidently evaluate the effectiveness of the training through both the numerous conversations with crews stating how good they thought their customer service training was, as well as several recent occurrences of the organisation receiving praise from the members of the public for the professionalism and politeness of crews."

"We are very happy to have engaged with Skilltec on this training and will work with them wherever there is scope in the future."            Tamar Crossings.