Latest news
SSL signs up to BEE to develop people skills
South Suffolk Leisure Trusts (SSL) has introduced a new personal development programme designed to improve the people skills of its staff.
BEE - The People Programme, has been developed by FitPro and SSL are one of the first organisations in the country to use it. It works on the basis that customer satisfaction and loyalty are directly related to the ability of staff to communicate on a personal basis, engaging with customers and building rapport and relationships.
Tracey Copping, chief executive of South Suffolk Leisure - one of the pilot sites - said: "The staff are really excited and motivated. Most passed their training with flying colours and are now putting their new-found coaching skills in to practice with their colleagues. "As an industry we train people in systems and processes but often not in simple communication and people skills. "If we can improve these, then the levels of customer service will improve automatically followed by staff and customer satisfaction and loyalty. This really is a new approach to customer service training giving operators a whole 12-month support package."
The programme will be supported by ongoing monitoring and measurement by customer insight specialists Leisure-net Solutions, using mystery calls, shops and customer experience surveys. The programme, which has been piloted in two trusts in the eastern region, uses a "train the trainer" approach to deliver six modules to all staff in the organisation over a 12-month period. The modules are delivered in one hour sessions by BEE coaches chosen from front line staff, who are supported throughout the process by their BEE trainer.