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case studies

The Ombudsman Wales

Quote

“Lighthouse [Consultants] were recommended by the Institute of Customer Services.  Originally we wanted to improve our staff and make a difference to the front line staff’s communication within their team.  After the first impressions training we had such a different team walk through the door, that we decided to further the administration team’s skills and requested they all go for the Service management training course. “

 Andrew Walsh Ombudsman Director

www.ombudsman-wales.org.uk

Business Situation:

Initially on our first site visit to Ombudsman, after being contacted directly by Andrew, Lighthouse Trainers were informed that there were issues within the team relating to communicating with each other, and their internal customers. Andrew was looking for a way to bring to the team’s attention, their failings in meeting their internal service level agreements as well as improving communication between teams and with customers overall. To bring them in line with the Institute of Customer services First Impressions objectives.

The organisation’s aim was simple, to put the customer at the heart of everything they do and to refocus their operatives on those people who matter.  First Impression has given them that objective.

Business Solution:

Lighthouse Trainers were able to diagnose the real issues affecting the team and the organisation.

Lighthouse Trainers then developed their training courses around the firstimpressions participants guide and added to the course ways of dealing with difficult situations and difficult customers, how to put an action plan together to improve communication within the organisation as well as with a team.  We also developed some team building exercises to improve cross team working.

Results:

Once the course was completed the team had to complete their assignments individually, and after marking the assignments, We realised that there was some fantastic recommendations from each individual and we suggested that as a team they put all their recommendation together into a presentation and present their ideas back to the director – which they did.

Consequences:

Andrew took on board all the recommendations that the team made, and implemented some of their recommendations immediately, which not only improved the relationship between the director and his team but also improved the overall internal team communications.

Due to the success of the tailored training course, Lighthouse Trainers was invited back to Ombudsman to provide further accredited training to the administration staff, namely Service Management training, which helps to train further team leaders to achieve excellent customer service. This training was completed in early January 2008.

Categories: case studies, improve customer service, leadership, public sector, training

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