FRANS engaged WestWood Spice to develop and deliver a training program for its staff to promote a customer-focussed culture. The training was necessary because FRANS wanted to enhance its customer focus in response to changes in the framework for delivering services to people with a disability, the emphasis on person-centredness, and the move to individual funding. The key objects of the training were to build the skills of FRANS executive team to maintain a customer focused culture whilst balancing other organisational needs; to enhance staff skills in dealing with difficult customer situations; and to build staff satisfaction and engagement.
We developed and delivered a training package for staff focussed on:
- Client customer service v. internal customer service
- Exploring the link between customer engagement and employee engagement
- Reinforcing the importance of team work
- Fostering professional honesty
- De-escalation of potential conflicts
- Flexibility and adaptability in service provision.
Training was augmented by a review of FRANS’s customer service policies and procedures, review of mechanisms for maintaining and reviewing quality of services, and proposals regarding customer feedback processes which could be implemented.
Following completion of the training, we assisted FRANS management to develop a Customer Service Charter and conducted an additional workshop with staff to identify ways in which service practices might be improved in line with the Charter. We also made a number of recommendations designed to assist FRANS management in monitoring service quality.