Advantage West Midlands

All staff understanding and delivering on their Customer Service responsibilities.

Advantage West Midlands is the regional development agency (RDA) for the West Midlands - one of nine RDAs in England - established to transform the English regions through sustainable economic development.

Advantage West Midlands works alongside partners to build upon the region’s many strengths and to find solutions which address its unique challenges.

The brief

To design, produce and implement a training intervention that results in all staff understanding and delivering on their Customer Service responsibilities.

The solution

The project included all employees including Board Members, Chief Executive and the Leadership Team and all those seconded into the Agency from other organisations with the training sessions covering

• Establishing the AWM brand and the Customer Service standards
• Understanding who AWM customers are
• Understanding the impact staff have on customers and examining the effects of good and bad Customer Service
• Maintaining a customer focused attitude
• The links between AWM Customer Service standards and staff behaviours

The ‘Help me 2 Help You’ workshops we created were attended by groups of up to 12 cross-functional agency staff of differing grades up to and including senior director level to promote a more collaborative ‘bigger picture’ organisational approach to customer service and how to deliver it at every level. The workshop was designed to be an even balance of theory and practical exercises.

The verdict

These workshops are ongoing, but we have received very positive feedback from the delegates with the average score of the evaluation questionnaires being 5.37(based on a scale of 1 – 6, where 6 is excellent).