Customer Service

"If you're not serving the customer, you better be serving someone who is..." Carl Albrecht

With increased focus on front line services and excellence in customer service, organisations are looking to maximise their resources and exploit their competitive advantage.

We can help:

• Engender a spirit of service excellence in the organisation
• Inspire the team to focus on exceeding customer expectations
• Put customers at the centre of the operation
• Help teams work collaboratively along the supply chain
• Highlight appropriate communication and behaviour standards
• How to handle difficult situations and people

Recent projects include:

• Johnsons Cleaners

  Johnsons were looking for an innovative way of introducing a new sales culture and mystery shopping program within their business, through a series of conferences. They approached us to produce a bespoke piece of theatre and deliver this together with an inspiring interactive session.

  We worked together from start to finish ensuring that the session was effective and targeted. The delivery team went above and beyond to ensure that not only their part, but all aspects of the conferences went well. The feedback from the events has been exceptional and I would recommend both this method and the Garnett Foundation for this type of event.

  Anthony Barlow, Operation Director, Johnson Cleaners

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• NHS - Patients as Customers

  Patients and GPs have the power to choose where treatment is delivered and it is essential that all hospital staff take responsibility for standards of behaviour and positive communication ensuring their services are selected. It is crucial that courtesy and respect is extended to all stakeholders, including patients, relatives and colleagues.

  We have worked with a number of Trusts delivering training that provides staff with a window into the patient experience, engaging and stimulating people to explore how their language and behaviour impacts on people and the quality of the service they provide.

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• East of England Regional Assembly (EERA)

  At the request of EERA, we developed an interactive half day programme to improve confidence and competence when dealing with all customers and colleagues, including developing responsive services and delivering excellent customer care

  The event is designed to support the new Equality Framework for Local Government key components, including "responsive services and customer care" and is underpinned by the Customer Service Excellence Government Standard.

  The session explores:

  • Who are our customers?
  • What are the key drivers underpinning excellent customer care?
  • How do we adapt our services effectively to all customers needs?
  • How does our language and behaviour impact on customers and colleagues?
  • How do our organisational values promote a customer-focussed culture?

  A very good balance. Plenty of interaction, very interesting and very informative.

  Hertsmere Borough Council

  Very valuable and thought provoking.

  North Essex Partnership NHS Trust

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• Hightown Praetorian and Churches Housing Association (HPCHA)

  To underpin all aspects of HPCHA's Customer Charter and organisational values we developed a programme of training for all staff exploring their role in delivering excellent customer service. The programme supported the Association's vision to establish itself as the leading regional developer and manager of housing and support services.

  You never make progress unless people get into dialogue with each other. The Garnett foundation managed to "flick the switch" in providing the staff at HPCHA to take an introspective journey into examining their own prejudices, which in turn stimulated lively discussion and learning in a safe environment.

  Hightown Praetorian and Churches Housing Association

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• Genesis Communications: Sustaining Customer Relationships

  To sustain the organisations commitment to their customers an extensive training programme was delivered for the Customer Service Team, facilitating their understanding of what customer care means and the standards expected by the organisation.

  Proficiency in listening skills, practicing empathy and understanding the needs of different people were high on the agenda and overall the aim was to show individuals how to project a positive image of themselves, their service, and the company.

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• Improving the Patient Experience

  During a one day conference, Sheffield Teaching Hospital Foundation Trust (STHFT) set out to inspire, energise and inform participants, to continue making real improvements to the patient experience.

  We helped them realise these objectives by staging two separate theatrical performances during the day. Each explored the culture, behaviours and attitudes representative of STHFT and helped participants gain a personal insight into the changes they could make to provide a fast, flexible and friendly service that is aligned to the needs and wants of their patients. In addition to these performances, we ran bespoke forum theatre workshops, which revealed some very interesting insights into people's experiences and assumptions about what it means to be patient-centred.

  I found the whole experience very entertaining, very interesting, and very informative. I think it gave an insight into different people’s perspectives, and made us think about why different people act in different ways.

  Sheffield Teaching Hospital Foundation Trust

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We can help, contact us for further information: Email info@thegarnettfoundation.com or call 01494 794264.

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