The Skills People put together a bespoke programme including a
series of short courses designed to help customer service staff
discuss and handle complaints ensuring that the Borough's residents
were listened to and dealt with in a professional and courteous
manner. This led onto a nationally recognised qualification to
build on some of the skills gained by staff following the delivery
of the short course. In choosing the NVQ Level 2 Customer Service
qualification, Bexley were impressed by the way in which The Skills
People embedded some of the Council's core policies and procedures
into the structure of the qualification ensuring staff were
following the Bexley 1st principles.
The result? There has been a 50% Reduction in complaints
and a 40% Reduction in missed bin collections. There has also been
an improvement in staff morale and in staff understanding of
respect.
"One of the things we
repeatedly hear from staff who participated in the course is that
it was one of the best they ever attended. This was down to the way
in which The Skills People quickly understood the business needs of
the Council and were able to demonstrate how they help the Council
tackle the number of complaints it was receiving."
Graham Ward, Director of Customer Relations, London Borough
of Bexley