You can lead a horse to water but you can’t make it drink…….
Does the following scenario sound familiar? Your company invests a significant amount of time, effort and money on a new customer service training programme. It is launched with a certain degree of fanfare. The launch goes well – there is plenty of initial excitement and enthusiasm. However, in the end, there is little or no tangible improvement in performance and a few years later, more time, effort and money is spent on a new initiative.
Why does this happen? In our opinion, this conundrum is best summed up by the well worn phrase: “You can lead a horse to water but you can’t make it drink”. No matter what you do, you cannot make your people change the way they behave with customers. They need to choose to do it. Your role, therefore, is to lead them to the water in a way that is most likely to result in them choosing to drink.
So how do you ensure your people make this choice? We believe there are three fundamental drivers:
o Desire-Your training needs to be engaging enough,challenging enough, motivating enough and compelling enough for participants to actually choose to change what they do. This is not easy as most people are creatures of habit and, however exciting or enjoyable the initial training may be, the vast majority of people will tend to revert back to what they did before. This means attitude, accountability, motivation and commitment should take centre stage in all your training programmes. It is factors such as these that dictate if, and how much, people are prepared to change what they currently do.
o Pragmatism-Participants need to see how the various models and techniques can work in practice. They need to know how they can be applied to their day-to-day role and how they can help make a difference. The key is pragmatism. Trainers love their diagrams, matrices and theories. They allow them to show their apparent ‘expertise’. However, unless it is made clear exactly when and how they can be used in action, they are merely exercises in mental stimulation.
o Sustainability-Given the prevailing human need to remain in our comfort zones, even the first few gulps of water are unlikely to be enough to reinforce lasting change. Behavioural change will not just happen and the mistake often made is to get swept along on the tide of initial enthusiasm and assume that this time it will be different!! It is therefore critical to take concrete, proactive steps to embed the new behaviours into everyday business operations. Coaching is absolutely essential. Research has shown that unless training is supported by formal on-the-job coaching, there is every chance you will be back at the start of the entire training cycle again in the not too distant future!
|Housing Association – Curo Group
Increases customer satisfaction by 46%
Increases staff engagement by 61%
Dunelm win Retail Award for ” Excellence in Customer Service”Dunelm acieves top scores in customer service VERDICT report following the introduction of Energize’s customer service methods in all their UK Stores.
|Energize completes delivery of “Living our customer First” for over 200 staff at the Sodexo Shared Service Centre
“Energize developed a programme that exactly addressed our needs It was highly participative, engaging, funny, short and amazingly effective” according to Lisa Crawley, Shared Service Director.
“The improvements achieved significantly exceeded my expectations” commented Aidan Connelly, Sodexo UK CEO “and created substantial value through greater accuracy, greater insight, greater speed and all of these with less resources. But the real prize is that we have now moved most of the UK Finance Operations into the Shared Service Centre.
|Liberty +9% increase on LY’s sales and +24% increase in overall mystery shop scores
David and Steven from Energize delivered their signature programme “Living the Customer First” for Liberty.
The feedback has been fantastic with comments of “What a fresh approach to learning” from our longer standing staff.
The modular approach has ensured the teams digested the behaviours in bite size chunks which has now paid considerable dividends in our performance.
|Energize work with Vue at the launch of their Westfield Premier Cinema
“I thought the management piece was expertly constructed and delivered to ensure ownership was taken to sustain the momentum after the initial compelling intervention.
|Great Ormond Street Hospital Jane Collins CEO engages David Brown and Steve Harris from Energize to work with her senior team to improve the patient experience across the Trust.
“Living the Customer First has helped engage our whole organisation from ward to board. It has made a significant contribution to developing and implementing our vision for patient experience.”
Director of Learning and Development
|Energize Team is Commisioned by the Audit Commission
The Audit Commission engages the Energize team in their Corporate Services and Technical Services Divisions to help drive a customer centric culture.
|Croydon Primary Care Trust Consults Energize
“I believe that the key to the success of the programme was Energize’s engaging style with the staff together with the simplicity of the message.”
Learning and Development Manager
|Energize brings customer service training to Dorothy Perkins
Following the success of four trial stores, Energize trains a region of managers to deliver their signature programme “Living the customer First” to their stores.
|COCO DE MER
Steve re-connects with his Body Shop past to join up with Sam Roddick in supporting her teams in driving sales at Coco de Mer.
|Energize sponsor Health Service Journal Conference
Energize sponsor and speak at Health Service Journal Conference “Achieiving excellence in Patient Experience.”
Highly successful online payment processing company Moneybookers takes on Energize to train their managers in London and Sofia.
|M&S Factory Outlet Division reports increases in conversion from 19% to 22% shortly after working with Energize and their flagship customer service programme
“Living our customer first has generated a service step change within the business. The teams are buzzing with motivation.
An exceptional training tool and perfect for our business”.
Head of Marketing and Selling
Marks & Spencer Factory Outlet
|ENFIELD PRIMARY CARE TRUST Energize support their local Primary Care Trust in improving the Patient Experience
“There is no doubt that the Energize has made a huge contribution to our overall transformation.”
Enfield Primary Care Trust
Energize take to the field and are invited to coach all the Premier League Ticket Office teams in engaging more effectively with their customers – the fans.
“We have seen a significant improvement in attitude towards fans from ticket office staff and stewards thanks to the Energize programme.”
Energize train all Fred Perry Store Managers to help them drive sales in stores.
Energize sales programme integrated into Superdrug’s standard induction training.
Ann Summers employs the services of Energize to help staff engage more positively with their customers.
Energize present at Christy Regional Conferences.
|Playtex get a cupful of Energize too!!!|
|Dollond and Aitchison
“20 out of 20” was the verdict from Andy Cole – Head of Learning & Development at D&A following the training they received from Energize.