North Ayrshire Council
North Ayrshire Council commissioned Positive Qualities to deliver customer service training as the department had gone through some significant changes with ongoing change becoming the norm. The objectives of the training were:
-Identify key issues within the various staff groups and work with Managers and Team Leaders to produce an action plan for improvement
-To support all staff within Customer Service in putting the customer at the heart of everything that they do
-To provide practical tools for managing customer interactions which supported the values of excellent customer service
Training was delivered to in excess of 60 staff from various backgrounds including Managers, call centre staff and back office admin support. The training was very interactive and from the first session it created a buzz around the office, Staff were very positive about the sessions and the sessions helped to generate team spirit.
Given the success of the initiative we are currently working with Liz to roll out further training to new team members and other departments within the Council are looking to engage with her to deliver training to their teams.
Much of the success in the implementation of the Positive Qualities training is down to Liz herself, she is extremely perceptive and her manner and approach can engage even the most negative and cynical staff members.
We have worked with Positive Qualities over a number of years and they have always taken time to understand our objectives and have made lots of really helpful suggestions as we worked together to develop our plans. The work they’ve done with our customer service advisers and Registrars has helped us to deliver a higher level of service, much more akin to the private sector. All advisers found the work Positive Qualities did challenging and rewarding but most of all, very enjoyable. I look forward to working with Liz and the team in the future.
I’d like to extend my sincere thanks and appreciation for the outstanding work that you did with the team here at the Old Course Hotel, Golf Resort & Spa at the Positive qualities WOW training sessions.
The hotel was buzzing with positive language, positive body language and energy that you enthused into the team, who are already receiving enhanced feedback from our guests. I feel that the training is not only motivational for the team and gives them confidence in our positive communication with our guests, but also it helps them to upsell and promote our facilities across our resort. I am sure we will see the return of the positive promotion of all our facilities.
I’d like to thank Liz and David for making the difference to the start of the Glasgow Audi SEi programme.
The SEi programme has had an excellent start since our first meeting we had excellent participation, a very frank survey and a positive workshop. I did feel however we needed a link from that point and the move towards the setting up of the Business Improvement Group. Liz came in at that point to discuss with all the staff, attitudes and approach to going forward.
It was well structured looking at attitude then buy- in and teamwork. I have got to say that worked well and gave us a great platform to work from. Part of Liz’s programme involved the initial Business Improvement Group being established in a very democratic format which allowed the members the opportunity to feel they were there because their peers wanted them there to represent them. The structure was very positive from the start and they took full ownership.
The Group is now very positive well structured, well organised and contribute greatly towards the Glasgow business.
I would definitely recommend Positive Qualities to develop the attitudinal aspect as it ties in so well with the rest of the programme.
I first met Liz in the autumn of 2006 and on meeting her the first time was immensely impressed by her general enthusiasm and positiveness to her business and her eagerness to pass these talents on to individuals who are dealing with retail customers. The purpose of linking in with Positive Qualities was to increase even further our commitment to providing the ultimate in customer satisfaction from all departments of our dealerships.
We finally agreed a series of staff workshops involving all the staff within two of our Group of three dealerships. This included customer facing and also non customer facing staff amounting to approximately 75 staff members. These workshops have been ongoing now since 2007 and are held on a 6 month rota with our third dealership being involved over the last year where around 40 members added to the total.
Whilst every member of staff has not been completely comfortable with the programme around 80% have embraced it and have found the sessions very worthwile in helping them to interact with customers.
Within our businesses we are measured by our three franchises, as a standard, our performance scoring from sales and after sales departments. These scores are a vital part of the jigsaw which has an influence on the bonus earnings we receive.
I am pleased to report that our customer satisfaction scoring has inproved with the help of Liz and two of our sites are currently leading the league tables for Scotland and the UK.
I would therefore have no hesitation in recommending Positive Qualities to any company wishing to maximise on outstanding customer care