Integral UK – Delivering Service Excellence

Background:

Integral is one of the largest independent providers of property maintenance services in the UK, providing both planned, preventative and reactive maintenance to thousands of clients across over 40,000 locations. One of Integral’s major FM partnerships lies with the National Grid; with Integral providing a wide range of maintenance and facilities management services, supported by a dedicated helpdesk and regional management structure. Approximately 300 of Integral’s workforce are involved in the day to day servicing of the National Grid contract.

The Requirement:

Integral were seeking to reaffirm to their National Grid workforce, their commitment to ensuring a culture of consistent improvement in Customer Service and Safety Excellence.

While the standard of service delivery was already high, Integral were keen to proactively seek feedback from a number of key figures within National Grid in order to understand where improvements could be made.  In order to achieve this, Juice Learning assisted in the design and administration of a short web-based customer questionnaire which was sent to a selected group of National Grid contacts.  The results of this survey were used to inform some of the content of the programme which followed.

Our Approach:

Juice Learning devised a series of four live full-day events delivered to groups of approximately 40 participants at a time.  The sessions were highly interactive and comprised of a blend of participative group activities, self-audit, discussion and elements of live theatre written specifically to reflect some of the cultural, behavioural and attitudinal barriers which might inhibit further improvement in Service and Safety Excellence.

Our facilitator explored with participants a number of simple skills and approaches which could be readily adopted in order to achieve consistently high standards of communication and customer service when dealing with their National Grid colleagues. A key theme throughout the course was that of ‘taking personal responsibility’ and understanding the collective impact of individuals upon the quality of experience which Integral as a whole provides to its customers.

NHS Trust - Croydon Health Services

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