Aim:
To assist the BID (Business Improvement District) area in enhancing existing services and providing its members and staff with training and development solutions, specific to their needs.

Solution 1:
Designed and facilitated an 'Achieving Excellence in Customer Service' course to a variety of high street retailers including;

Boots Sainsburys Holland and Barrett Lakeland St. Elizabeth Hospice Highway Insurance Poundgates Insurance Killik & Co.

Solution 2:
Designed and facilitated a modular 'Ranger Development Program,' aimed at their team of Street Rangers. This was piloted with our client and covered a range of training and development solutions to improve the team's effectiveness and reinforce their presence within the Town Centre.

The program focused on building upon and enhancing the Rangers' existing skills, both as individual workers, and as a team. This included;

First Aid Drugs & Alcohol awareness Self-defence and break-away techniques Body language Customer service Fire marshal training Teamwork

Outcome 1:
BID members / retailers reported a positive improvement in staff's attitude towards customer service.

Julie Matthews, Lakeland's Store Manager says; “We've now sent approximately four of our staff onto the Ipswich Central funded customer service course during 2008.

In this fast-paced customer service environment, it's easy to become over whelmed at times when trying to provide the best customer service experience. This course has encouraged my staff to utilise both existing and new skills in a much more effective way.

The obvious benefits of this course have been a tangible improvement in the way my staff approach and interact with both internal and external customers.

The process of getting our staff onto the course has been hassle free and I would highly recommend other BID members take advantage of this at the earliest opportunity.”

Outcome 2:
Participants of the Ranger Development Program reported increased confidence in approaching certain aspects of their role, as well as measurable improvement in how they work effectively as a team.

As a result of the success of the Ranger Development Program in Ipswich, we have decided to roll out this program to other BID areas nationally.

Ipswich Central customer service leaflet
Please click here to download in Adobe pdf format.