Background

We were approached by South East Water, following a Tender process, to work with them on the design and development of a programme of events related to Customer Service Skills. Seeking an agile solution to a company-wide programme, we
designed a set of “lite-bite” modules, each 90 minutes in length which could be delivered as stand alone topics, repeated across a single day to large staff groups, combined together to form half or full day events.

In addition to design of the materials, we were commissioned to provide full Facilitator Guides and Trainer Training for the ongoing internal delivery of these subjects.

Aims

South East Water had embarked on a number of initiatives in the pat but these whilst successful at
the time, had no continuity plan.

The aim of this programme was therefore to provide a consistent message for both internal and field–based staff across South East Water, and to provide a programme which would continue to be delivered through new-hire training induction and refresher training going forward.

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