Client
Somerset C. Council
Industry
Public sector
Solutions
Customer service leadership improvement
Somerset Contract Services (SCS), a division of Somerset Council, is responsible for the management of cleaning and catering contracts in public and private organisations across the county.
After undertaking a major restructure, SCS identified the need to evaluate business practice in order to ensure their continued competition in a market continually under threat from private enterprise. Skill4 worked with SCS to create a programme for business managers and area managers which would increase their understanding of the customer experience, improve proactive customer service both individually and through their teams, and enhance customer-communication skills.
SCS selected Skill4 from a number of possible training providers. Julie Burnett, head of service, SCS, explains: "We felt Skill4 understood our culture and business need and worked with us to develop an appropriate programme." As a result of the training, Julie confirmed the reaction of the managers had been positive, and that there had been a "noticeable improvement in communication and customer service skills", before concluding that SCS managers now have a different, more proactive, approach to customer service.
