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DJM Coaching & Facilitation

Case study

Customer service workshop - co-design and delivery

Di Murray of DJM Consulting approached Red Rock International to assist in developing a programme for Scottish Borders Housing Association (SBHA). We partnered with them through the entire process of client interviews, programme design and delivery, through to follow-up.

Red Rock International worked with Di to co-create a one day workshop. The workshop involved a wide range of learning experiences including the ‘Blindfold customer exercise’ to give staff an appreciation of the experience of vulnerable customers dependent on them for care.

 

Customer objectives

  • Change the mindset from a “tick the box” process to a customer care approach
  • Celebrate existing customer service successes and share best practice
  • Develop an appreciation of the customer’s perspective
  • Practice customer service skills and create links to integrate learning back into the workplace

Outcomes

  • Almost 200 staff completed the programme, including senior managers and those working front-line
  • The groups generated a wide range of ideas to implement in support of better serving their customers
  • Participants reported a better understanding of the roles of other departments and how they could improve cross-functional working
"Di understood the particular needs of our organisation and created a bespoke programme that was sector specific and fully met our people needs. A significant amount of our people said it was the best training programme that they had experienced."
Pamela Nichol-Littlejohn
SBHA

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