Our Testimonials

Sutton and East Surrey Water Single Contact Team

Bespoke Case Studies

This project required up-skilling customer service staff enabling them to answer all types of customer enquiries. This enabled them to be more flexible in resourcing incoming telephone volumes and written correspondence. BeSPOKE began by documenting all processes, including service transactions and account maintenance. This material spanned over 120 different processes carried out on their billing system, HiAffinity.

These documents were then used to form the basis of a phased programme cross-training the customer service advisors. Training was delivered in a classroom environment, using skills practice and scenario games to reinforce key learning points. The documents themselves were produced so that they could be used printed or as an online tool.

From Sutton and East Surrey Water...

Just a quick note to say how beneficial I found our recent training sessions. It was really helpful to have the sessions away from my work station as I was able to concentrate better. Whilst the training is always “a perfect world scenario” I was able to open my first billing account, on my own, with just the help of the notes I had taken during our sessions – so that was a terrific morale boost for me. I found that the subject matter was taught in a relaxing and easy to understand format – and you showed great restraint in some of the questions we asked – I never felt that anything was too much trouble for you to explain again (and again sometimes!) I can honestly say I feel positive about the issues you went through with me and have since had a go at putting my training into practice whenever I can. Look forward to the next stage…

The training I received at our offices in Redhill was very beneficial. It held my attention without being ‘mind boggling’. The Court Awareness session was conducted in a more light hearted way & was a lot of fun whilst still being helpful. Overall the sessions were useful & informative.

I have been very impressed by the professionalism and creativity shown by Bespoke Performance Management Ltd. Our staff all gave positive feedback from their training sessions, finding them both informative and enjoyable.

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