Case Studies
Enhance the client experience across client handling teams. Client: ClickThrough Marketing – Integrated Marketing Specialists
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.
Call Centre Customer Service Skills across two separate sites: West Midlands based Housing Group
How Neville Beardsmore of CFA Training achieved consistently high standards of customer experience following a merger of 2 separate teams.
Customer Service Skills development programme for a County Council Call Centre of 60 Advisors
Benefits achieved Background Our task was to raise customer service standards across a call centre of approximately 60 customer service advisors (CSAs). Approximately 10 advisors
Management Development for a Midlands Based Charity
Benefits achieved How we did it The Head of Retail identified a skills gap within his shop managers. Having previously attended training delivered by Neville
Midlands Housing Association Group
“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.
Honeycomb Group
“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.”