East Durham Homes
Blended Solution

East Durham Homes was established in 2004 and is responsible for the management of 8,500 homes in the East Durham area.  As part of their drive to ensure that all customers receive the highest possible quality of service, the organisation’s new customer experience strategy outlined one very clear aim: 

“We want each customer interaction with the company to be a positive one where customers are truly listened to and empathised with, where all of our staff listen to and ‘own’ enquiries with a drive and determination to resolve the enquiry within time-scales agreed with our customers”.

The Challenge

Working closely with the team at East Durham Homes we agreed that achieving this aim would require a major change in culture and that the change necessary is as much about developing attitudes as it is about improving skills and process. We agreed to a blended approach to deliver the following:

Staff training events: A high-impact launch event for all staff, to provide a thorough introduction to skills and attitude required to delivering customer excellence. 

Training resources: It was critical to the strategy that we create a bespoke training resource to deliver the following:

  • Impact – because the resources needed to engage, inform and inspire their staff, we needed a training resource that would be highly engaging as well as imparting the knowledge and skills necessary to deliver customer excellence.
  • Convenience – having their own bespoke resources allowed East Durham Homes to deliver short focused sessions at the most suitable time and location.
  • Legacy – in-house resources that ensure that all current and new staff receive the same consistently high quality of training.

Train-the-trainer sessions: In order to continue the learning after the initial launch, we identified a team of “champions” who would be responsible for delivering training to their colleagues. This team required the skills to be able to do so confidently.

Our Solution

We worked very closely with our partners at East Durham Homes to deliver a bespoke training solution, branded as: “The Obsessed – Attitude is everything”.

The programme was delivered in three stages:

  1. Utilising theatre and interactive workshops our facilitators delivered a series of day-long sessions to all staff where they examined how they could transform the level of service provided from good to world-class. The creatively-conceived and highly-motivational event imparted the skills necessary and inspired the delegates to take individual ownership to make a difference.
  2. We produced a series of film-based training workshops, each exploring different elements of customer service. The resources provided delivered three highly-detailed session plans as well as invaluable trainer tips, advice, delegate hand-outs and a PowerPoint presentation.
  3.  We delivered a full day training session to the team of Champions. As they would be responsible for delivering the training resource to their colleagues we ensured that they had the skills required, an understanding of training technique and a thoroughly positive approach to deliver engaging, informative and inspirational sessions.

Project Images

131112100917161514080706051318171716150403020116151414131818

Project Films

Blended Solutions

We use a wide variety of techniques including theatre, film, e-learning and live workshops. Find out how our blended solutions have delivered real value and long term improvement.

View all blended solutions >

Receive our Newsletter

  /  
Your name:
/
Company:
/
Email:
Leave this empty:
/
/
Silver Winner at Cannes Corporate Media and TV Awards Gold Winner at Cannes Corporate Media and TV Awards Evcom 2015 Evcom 2014 Autovision 2015 IoIC Award of Excellence 2014

Juice Learning Blog

The latest from Juice Learning

Greetings Readers, Our latest newsletter has a focus on Excellence! You’d think that excellence would be easy to define, bu...
Juice Learning are excited be exhibiting our Award-Winning approach to Behavioural Safety for the first time at the Health ...

Blended Solutions

On The Ball - Football Stewards Training Programme
Safety Excellence

Having invested heavily in process safety in recent years, Nampak Plastics UK identified a need to realise further improvement in its Health and Safety performance in order to fully protect both its business and its workforce.

More >

On The Ball - Football Stewards Training Programme
On The Ball - Football Stewards Training Programme

'On The Ball' is an NVQ certified training package aimed at all English football stewards. The training package comprises of 8 modules each a carefully crafted learning journey including engaging interactive activities all clearly laid out for the steward in their training guide, film footage and handouts.

More >

Some of our Clients

NHSSSENampackPremier LeagueEnterprise MouchelGKNPhunky FoodsToyota

Share

YouTube

Enjoy films created by Juice Media on YouTube

Linked In

View our profile on Linked In

Juice Learning
18F2, Brooke's Mill
Armitage Bridge
Huddersfield
HD4 7NR

Email: info@juicelearning.com

Telephone: 0844 504 75 75
International: + 44 (0) 1423 202181