Coaching Dynamics featured in Simarco’s Summer Staff Newsletter after Customer Service Training event.
During July, teams in Stoke attended Customer Service Training with Tina Dulieu of Coaching Dynamics. There were 4 teams across departments who each spent a day with Tina at Stoke City Football Club’s conference rooms.
The day was a mixture of listening, discussion, activities, learning, sharing experiences and good practice, and even some psychology theory! Everyone there was encouraged by Tina to view the day and information delivered with an open mind, to do some self-analysis on how they deal with customers both externally and internally (i.e. from different departments) and to look for ways or areas of how they deal with customers that they would like to improve on and the actions they would then take.
The day was full, with topics such as their own personal experience of customer service, representation of the Simarco brand, polite and courteous communication, listening and questioning skills, dealing with unhappy customers, avoiding negative phrases and replacing them with positive ones, and an interesting section called ‘Chat Etiquette’ on successful rapport and relationship building. Two teams also had the opportunity to have lunch in the Directors’ box overlooking the football pitch - icing on the cake!
Central to all this was discussion of newly released ‘The Simarco Way’, particularly in relation to the Values and Culture of the company and how this can be integrated into each person’s everyday working both for themselves, their colleagues and their customers. This was discussed and very well received by the teams.
Tina’s feedback is that everyone was receptive and lovely to work with and that she was particularly pleased with the teams’ contributions to the day, their attentiveness, openness and willingness to take something positive away with them and implement it.
A further follow-up day is planned towards the end of August to review the impact that the day has had on each person and the effect that any change of process, or change of mindset, has had for them, their customer interactions and the company.
