We provided a bespoke solution which met the requirements of CTM’s brand, the development needs of their staff and the service needs of their clients. We followed four key steps.
How Neville Beardsmore of CFA Training achieved consistently high standards of customer experience following a merger of 2 separate teams.
Benefits achieved Customer satisfaction levels consistently high, exceeding 94% satisfaction after training. Customer Service Advisors (CSAs) are able to defuse customers’ emotions at the start of calls by immediately building…
Benefits achieved Improved efficiency of shop managers and their teams within the shops, with better time management and organisation of duties and tasks Increased productivity due to shop managers using…
“I feel that the reason why this training is so successful and different from any other we have had is that Neville spends time with the team and managers, so he really understands our focus and commitment to our customers. He gains an understanding of our weaknesses so he can devise the training to address specific areas and needs.
“We’ve introduced small changes which are moving mountains internally and externally. Staff are now thinking about and questioning how they interact with customers and how they can change how they carry out their roles.”