Yorwaste Ltd

Step-changes. A long-lasting, cost-effective approach to employee development.
Sustainable solutions underpin the team’s work.

Services: People Management, Customer Service Improvement

The Challenge:

The business did not fully understand what they needed in order to enhance their customer service experience across all facets of the business. In addition, they wanted to develop and deliver an in-house workshop across the whole organisation, to help their staff better understand their impact on customer service.

Our approach:

JFA met with the Head of Sales and Marketing and the Customer Services Executive (Team Leader), to identify their challenges and offer a tailored solution. This included working with the Team Leader to develop a robust workshop programme with supporting materials and facilitator notes, that met the business aims and was engaging to all staff, from operatives through to the CEO. JFA worked with the identified facilitators and delivered a pilot workshop to a group of the senior managers, to gather their feedback and model delivery of the session to the facilitators.

The Results:

The workshop has been successfully delivered across the whole company, engaging all the staff and raising awareness of the need for a consistently excellent quality experience for all Yorwaste customers by all staff.

Yorwaste are also re-structuring their approach to customer service calls, to further enhance the customer experience and ensure consistent excellence.

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Jane Fisher Associates
01904 215 377 07837 024 374 hello@janefisherassociates.co.uk
Jane Fisher Associates Ltd
Studio 2, Allendale Forge Studios
Market Place
Allendale Town
Nr Hexham
NE47 9BD