Businesses from within Camberley Town Centre’s Business Improvement District (BID) have been brushing up on their customer service skills with a range of workshops provided free of charge by the BIDs management company, Collectively Camberley. The set of 3 accredited workshops were available to local businesses from the BID and were delivered in partnership with training bodies WorldHost and People1st.
WorldHost and People1st provide customer service training which has been used to train over 160,000 people in the UK, and one million people worldwide. That includes tens of thousands of volunteers and staff at the London 2012 Olympic Games and Paralympics, who were widely praised for the fantastic welcome they gave to visitors.
There were 3 workshops available to businesses: Principles of Customer Service, Sales Powered by Service and Principles of Supervising Customer Service Performance. Each workshop was held at Camberley Theatre and welcomed a range of independent and national retailers including Alcatraz, Obelisk Way and The Mall’s Ask Me Point team.
The aim of the workshops was to transform staff into effective sales professionals who not only listen to customers’ needs, but maximise on them whilst giving businesses the knowledge and coaching skills to create a real customer service culture in their business.
The workshops were greatly received and all businesses passed their training with 100% pass rates. Feedback received by the BID from businesses that attended consisted of “The training was great”, “Brilliant course, very helpful indeed”, “Great course, well presented and brilliant use of a morning!”
The BID devised the training programme as a result of a large scale mystery shopping programme that took place late last year. With over 50 local businesses agreeing to have their service, products and local knowledge put to the test.
BID Manager for Collectively Camberley, Lucy Boazman, said
“We received some really impressive results in the 2014 mystery shopping project with the majority of businesses scoring well above average across the board. We’re hoping these workshops have given local businesses the knowledge to maintain these high standards. Customer service can make or break a business and it’s important that teams are trained in delivering an excellent customer experience. When customer service is high, customer satisfaction will be even higher and that’s perfect for Camberley’s businesses. These workshops are one of a number of initiatives that we’ve introduced to support the towns local businesses.”