Greater Manchester Police-Customer Service Training
In any industry, customer service can be a challenge at the best of times. But delivering high levels of customer service in an emotionally volatile environment such as public service is a different challenge completely.
The client was eager to explore how their organisation could deliver a consistent level of customer service through its customer contact centre located in Manchester. Dealing with up to several thousand calls per day, the client was intrigued in how to quickly and empathically collate information, direct conversations, and put the caller at ease. You may appreciate that In this complex arena, achieving this is easier said than done.
The ultimate goal of the customer service training course was to deliver an optimal service to residents of Greater Manchester.
‘I recently hired Summit to deliver some Customer Service training to members of staff in the Customer Service Desk and Public Service Team.
I spoke with several training companies before making the decision to go with Summit. I decided on Summit because they came highly recommended, and because I found their team to be keen and knowledgeable. Several companies put together customer service training proposals, however Summit’s was by far the most detailed and professionally presented package.
In preparation for the customer service training courses, and when planning the course content, Summit were extremely flexible and tailored the course to our specific needs. The customer service training itself was excellent. Several experienced officers all stated they had learnt a great deal. They were all impressed with the way in which the course was delivered, and one officer stated it was some of the most enjoyable training he had attended in almost 20 years police service.'
Senior Training Officer
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Posted by on November 9, 2015
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