customer matters…
Every contact with a customer face to face, over the phone or via Email counts.
Most people are savvy enough to know what they should be doing and with coaching and support can pull this off – consistency is the hardest thing to achieve, every member of the team delivering every day with every customer.
Motivating and managing the team to deliver this with every contact is
really hard work – it’s worth it, the alternative is too frightening to imagine!
A success story…
Samaritans provides confidential non-judgemental emotional support, 24 hours a day for people who are experiencing feelings of distress or despair, including those which could lead to suicide.
In a nutshell the Visage dilemma was…
A need to train volunteers in the charity stores to create an effective retail environment that maximises revenue to allow the charity to grow whilst demonstrating the values of the Samaritan movement.
What we did.
Baked cakes, put out doyleys and had tea on the go when everyone came (well, it was in their own time!) We had created sessions that revisited the values of the Samaritan movement and viewed the whole store through the eyes of the customer by walking in their shoes. Everyone contributed ideas as to how to drive sales and support customers who could be potential callers to the help line.
Our results.
Hilary the Director of the Samaritans was happy – she describes the delivery as “Targeted, informative, enthusiastic and enjoyable training given to a diverse group.” Once word got out the training has been shared with other Samaritans branches.
How we can help
There are lots of possible solutions – and we would want to get to the real root of your values dilemmas, however, here are some ideas of what we could do…
- Mentoring and role modelling skills for senior players in the organisation
- Service Behaviour training workshops for your teams
- Conferences focusing upon the face to face element of your service offer
- Power burst training sessions – short bursts of information and skills training to refocus the team
- Feedback and coaching workshops for managers to maintain the performance in the workplace
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about Visage...
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Visage and why every contact needs to count
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