Customer Experience and Service Recovery Training with Active Northumberland

In2action designed a customer experience and service recovery training workshop for Active Northumberland, which we trained to all staff from the CEO and senior team down.

We then designed a customer service monitoring system for them that they now use internally to monitor all staff to ensure they are offering the best customer experience possible. We plan to revisit their facilities and do some mystery shopper and audit visits to see how the training has been adopted.

“Active Northumberland have recently began working with In2action, with the aim to design and deliver training and support mechanisms which will embed the attitudes, skills, and behaviours of our colleagues to deliver exceptional service. To improve our customers daily experiences and ensure our values are understood and promoted by colleagues.  We worked together to ensure the content highlighted in the training was focused around our key customer service areas, real situations and problem solving as a team. We had the pleasure of working with Tim Sissons, who delivered our training sessions. He made sure to keep the training activities exciting and fresh, which successfully inspired and energized our colleagues.
From the start, Tim ensured to get the attendees engaged and kept them focused until the end, making sure they all understood the importance of attending, while making it enjoyable. As a person, Tim is a charismatic and positive individual, who's energy filled the room. All our colleagues rated Tim and the training at a high standard and left feeling invigorated and on a 10! After the training, there was a buzz throughout the teams, colleagues encouraging other colleagues to attend the training. We've also started to see meaningful changes in communication between customers and colleagues. We are really looking forward to utilising the material and training in the future and can't thank Tim enough for sharing his knowledge on Customer Service.” - Charlotte Straker, Business Support Officer, Active Northumberland

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