Our sister company, Ember Services, was working with Spire to upgrade their telephony system and help re-align some of their services. While that was being implemented, a need for some additional training was identified that would improve customer service and communication between hospital staff and patients, visitors and relatives.
How we helped:
We carried out a diagnostic with Spire Liverpool and designed a proramme of classroom training that would provide improved customer service to potential and existing patients and their families. A pilot programme was designed to provide three separate courses; Telephone Customer Service, Face-to-Face Communication Skills, and Coaching Skills. These were aimed at staff whose main responsibility was to answer telephone enquiries and deal with customers at various reception points, as well as for team leaders who led these teams.
The pilot programme was rolled out to staff in Liverpool, and that was quickly followed by the same programme being delivered in Manchester. On reading the excellent feedback from delegates on these courses, Spire commissioned the rollout of 7 days training to each of its sites throughout the UK. We delivered 2 consecutive days on Coaching Skills, followed by a 1-day follow-up. These are aimed at team leaders and similar roles. There are also 2 separate one-day courses on Telephone Customer Service, and the same on Face-to-Face Communication Skills. To date we have completed 10 hospitals.
Feedback from staff attending the courses in Spire has been extremely positive. One senior colleague commented to her Operations Manager that she had been unsure about taking part in the programme, as she had been on many similar courses in the past.
However she went on to say that in her entire career of over 30 years, it had been the best and most rewarding course she had even attended. Most rewarding are the comments that staff are much more considerate towards their customers and as a result, are enjoying providing an excellent level of customer service.
Ember Group is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, we deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations.
We have a team of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.
We are ready and available to discuss your requirements further. If you have any questions about our offerings and the services, please contact us.