Viper Training

In-House Training For Customer Facing Team

Viper Case Study

The Brief

A customer-facing team in a newly organised County Council were already providing good client support but felt they could improve their focus, increase their efficiency and add to their already strong customer satisfaction scores.

The challenge was that they weren't quite sure how to go about it.

Two words they felt could help were 'marketing' and 'training' so in we stepped.

The Solution

Our partner Sales Training International contacted Viper requesting us to put together a two day training programme to help deliver the objectives.

It would have been very easy to share lots of theory and powerpoints throughout the two days but we took a different approach.

We divided the two days into bit sized modules, each with some theory and information but importantly with a chance for the team to discuss their strengths and weaknesses, the opportunities and threats, all the basic principles of effective marketing.

Workshop sessions using our tried and tested 'post-it' note facilitation techniques ensured a structure to the two days at the same time as helping the team to create a communications strategy and delivery plan as they went.

The Result

By the end of two interactive and highly enjoyable days the team had a clear strategy, goals, milestones and focus but importantly each person created their own Personal Plan.

The Personal Plan is the essential ingredient that ensures that the strategy will be delivered and not gather dust on a shelf after the event.

Personal Plans are an individual's unique take on the agreed strategy and summarise all the steps they are committing to take to play their part in the delivery of the strategy.

Feedback sheets showed a positive outcome to the two days but the proof will be in the coming months as the team works together to make it all become reality.