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Project: Shared Services, Change and Customer Service Training

The Project:   Shared Services, Change and Customer Service Training


The Brief:

Our client was moving towards a Shared Services model and needed training to support employees as they moved into this new environment. 


The CRG Training and Consultancy Solution:

We met with our client and the line managers to discuss their needs. We designed and delivered a one day workshop focusing on the three key areas of 'Understanding Shared Services, Change and Customer Service Skills' required by our client. The timings for the day were tailored to fit with the organisation's needs resulting in a concise and focused workshop. The workshop was participative and interactive for the participants whilst delivering the three key areas identified at the training needs analysis stage of the process.


Customer Feedback and Results:

Feedback has been extremely positive with the training delivering real, measurable results for our client, including halving the call abandonment rate within a month of the training being delivered.



Course Content:     8.7/10

Course Materials:   8.9/10

Trainers:                  9.3/10

 Stakeholder Feedback:

“Rosanne and her sister Christine came to me as a potential supplier for a Customer Service training programme in a Shared Service project I was involved in. Having carefully discussed our needs at the time, Christine and Rosanne both created a proposal for a training solution which was exciting, creative, met our needs, and exceeded all initial expectations.


Their understanding of the Shared Service concept was invaluable. The training programme itself went incredibly well, despite some initial concerns from delegates that it wasn't going to teach them anything they didn't know. This was a really high profile project and incredibly sensitive at the time, it had to be 'right first time'. It was.


Topics covered included customer service in the shared service model, but also included continuous improvement, change and some other topics which really helped support our huge change programme. Feedback all round was incredibly positive, and the impact on performance results was instant and gained recognition from our Leadership Team.


I would certainly like to work with CRG Training again in the future and I will always keep them in mind for future opportunities.”


Delegate Feedback:

'Helped me put myself in the customer's shoes and get a better understanding of their needs - that need to be clear when promising information and timescales to give feedback and information.'


'Very good course mixing useful messages with a fun and relaxed format.'


'I have thoroughly enjoyed the interaction and thought provoking exercises.'


'Arrived feeling a bit dubious and not sure. Left having really enjoyed the day. Good information, tips and fun.'


'I feel more confident and have the ability to understand the customers' view.'


Read the full case study here:

Case Study: Shared Services, Change and Customer Service Training
Case Study Shared Service 2010.pdf
Adobe Acrobat document [293.2 KB]
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