Case study – Customer Service Training – NHS
Last year we ran our Exceptional Customer Service programme for the Sollis Partnership who deliver commissioning and healthcare intelligence to the NHS. They specialise in clinical commissioning data management and reporting for Commissioning Support Units (CSUs) and Clinical Commissioning Groups (CCGs).
Sollis were looking to up-skill their Support and Implementation teams to deliver ‘state of the art’ customer service in a changing and challenging future.
The nature of the business is very IT driven and moving forward they wanted to be more focused on creating a customer experience that differentiated and reinforced the Sollis brand.
Here is what Jeremy Rolls, Sollis Business Development Director kindly had to say about the Four Steps experience:
“Sollis is continually looking to improve the nature and quality of the services it provides to its customers. In 2012 we identified gaps in the way we provided our support services and amongst other changes decided to focus on improving our staff’s soft skills.
Four Steps training was recommended to us and I have to say we were not disappointed.
Some of the staff were a little apprehensive at first, particularly about being taken outside their comfort zones with things like role plays but all of them thoroughly enjoyed the course and have been using the skills and techniques learnt ever since to both theirs and our customers’ benefit.”
If you are interested in how Four Steps can help you in a similar way then view the details for the Exceptional Customer Service programme and drop us a line at firstname.lastname@example.org or call us on 023 9248 1549.