Customer Service Training
I just wanted to drop you a note to say thank you for the excellent training you both delivered last week for the Emirates Air Line. This is the third year in a row that you have helped us in our shutdown week to deliver customer service training.
Most people choose to measure an improvement in a team through KPI Scores, Surveys etc, which do show an improvement over the 3 year journey we have been on together, however I prefer to measure the un-measurable ‘feeling’.
Three years ago when you took the teams on the days out to top London Hotels to explore what makes fantastic customer care, there was trepidation and intrigue. Last year when you asked them to do improvisation at the world famous Comedy Store, there was nervousness and dare I say it a little bewilderment.
This year you pushed them further out of their comfort zones. The energy in the team from the moment they came into the room was buzzing, they were proud of the journey they had been on and you could see the changes that they had made, from improving their uniform standards, to understanding the importance of telling stories, listening and the power of using improvisation in every day conversations. This was no longer a team who were a little bit timid and afraid, they were excited to take the next step on their customer service journey.
With little time to prepare with a brief from Tfl. you still managed to deliver something that certainly impressed our client as well as ourselves. Most importantly the training was engaging, pushed colleagues out of their comfort zone and explored areas of customer service that they and us had never thought about. It was undoubtedly a highlight of the whole week of training and we are now looking forward to seeing the team put into practice what they learnt and push on again.
Going back to the un-measurable “feeling”, there is certainly a great feeling from our teams around customer service, and we are starting to see that feed through to our customers who are noticing that our teams are willing to go the extra mile to ensure they put a smile on our customers faces.
Thank you once again from all of us at the Emirates Air Line.
Simon Green Commercial Manager Mace Macro, Emirates Air Line Cable Car. March 2017