Customer Service Training for Your Business

M A Grigg started in 1970 as an agriculture merchant dealing with the local farmers. Since then the business has grown from a one man band to an organisation employing over 40 staff and dealing with the general public, builders, gardeners as well as farmers throughout Cornwall. The business has grown by giving good personal service.

What were the businesses issues/challenges to undertake training?

The company has been very successful in meeting the customer needs, but wanted to offer training to their staff. New employees had started, but limited product training was given and they wanted to introduce the company’s mission. The company didn’t have a company tree to identify people’s positions and responsibilities within the business.

The training undertook:

Working with Grigg’s we came up with a tailored Customer Experience Workshop and a Telephone Technique Workshop. The Customer Experience Workshop was delivered to every member of staff ensuring the same message of what the company is about, what is expected from each member of staff and what the company will do for each staff. The company tree was explained to all, for clarity of responsibilities.

The Telephone Technique Workshop was introduced to all staff in the retail side of the business, so that they were uniformed in the way they answered the telephones, messages were taken with the correct information so that they could raise their level of customer service.

What impacts and benefits has the training had on the company?

Griggs experienced some resistance towards the training proposed where some staff was not looking forward to it. However, after each training day, everyone remarked on how much they got from the workshops and how professional the trainer was.  As a result we hope that all of Grigg’s staff has been more positive in their work since their training.

With the increase of competition in their market place the training will help Grigg’s to stand out from the crowd giving great customer service.

“CCB made sure that the courses were tailored to cover all aspects of what we wanted and nothing was too much trouble. The trainers were fantastic and our staff liked the way the courses were presented.”

Trevor Goodman, Manager, M A Grigg

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Bespoke Customer Service Training

The Park is a secret huddle of distinctively chic, self-catering homes, hidden in a tranquil valley garden, mere moments from a stunning beach on the north Cornwall coast. Every home is unique, with lush interiors and designer furniture, from lodges with hot tubs, private terraces to yurts and retro trailers with log burners and campfires. The Park also offers an on-site café, heated swimming pools, beautiful gardens and all just a short amble to Mawgan Porth beach.

What were the businesses issues/challenges to undertake training?

The Park has had a number of staffing changes over the past year, along with a rebrand and change of ownership.  It was therefore of paramount importance that time and resources were invested in the team to ensure that the high standard of customer service that their guests have learnt to expect continued and improved as they grow as a business.

The training undertook:

Working with The Park we develop a bespoke tailored training package following the outcomes of their Customer Service training, where we conducted a mystery shopper survey, via three different routes: phone, email and in person.  The results highlighted a need for training and development in other areas. The tailored training package included some regulatory training in First Aid plus Manual Handling, Team Building, Customer Service/Sales training and Social Media mentoring.

What impacts and benefits has the training had on the company?

The training has assisted The Park in providing a consistent level of service throughout all levels of the business.  Hospitality is traditionally an area which doesn’t have high levels of staff retention and is not regarded as a career choice for many.  The training that The Park undertook with us has helped them show their team that they value their skills and are willing to invest in them to ensure that they retain and recruit good members of the team.

By tailoring the training around their recent rebranding, we ensured that The Park’s core values were maintained and communicated clearly through all media, in-turn helped to embed their brand ethos.

“The team at CCB have been supportive throughout all aspects of the training, and tailored the days to specifically meet our needs, helping us invest in our staff.  We would happily recommend them.” Holly Hipkins - The Park.

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Customer Service and Accounts Apprenticeships

Tons of Tiles are one of the UK’s leading online tile retailers specialising in kitchen and Bathroom wall and floor tiles, The Company has grown from a cottage industry in 2007 to a multi-million company today employing 25 staff including Customer Service and Warehousing apprentices.

What were the businesses issues/challenges to undertake training?

Tons of Tiles wanted to increase their workforce with the minimum disruption to other staff and activities.

The training undertook:

The company had never taken on apprentices before but decided to invest in new staff through Warehousing & Logistics, Customer Service and accounts apprenticeships.

What impacts and benefits has the training had on the company?

Taking on apprentices enabled them to mould their apprentices to specific roles within the company. Over time they noticed a vast improvement in the level of knowledge and commitment their apprentices developed compared to pre-trained personnel. Their apprentices have shown outstanding willingness to learn and take on more duties, expanding their knowledge within the work place.

“CCB’s Recruitment Team has been professional throughout, offering help and assistance as and when it was needed. Having had such a positive experience we have taken on yet another apprentice.” Ian Morgan - Warehouse Manager

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