Excellent customer service can make the difference between a business surviving and a business thriving.WorldHost is a modern, interactive, energetic programme that helps individuals develop the necessary skills and knowledge to deliver excellent customer service. Chantell Brown, an ELBA Employment and Skills Project Manager is based at Broadgate Estates. She helps local residents find and secure rewarding, long term and meaningful roles at Broadgate through its suppliers and retailers. Chantell recently completed the renowned WorldHost training programme which means she is now a licenced trainer, fully equipped to deliver customer service training to those interested in pursuing a career in a customer facing role.
Broadgate Estates is a “WorldHost employer”, which means that all staff have had to complete the customer service training.
WorldHost Principles of Customer Service training covers:
- The role of all staff in delivering outstanding customer care
- Giving positive first impressions
- Communication and listening skills to create excellent rapport with customers
- Going the ‘extra mile’
Chantell became a licensed trainer in June 2017, and delivered her first Principles of Customer Service workshop, in partnership with Rapport Training Manager Nathalie Rafferty, in November 2017. The workshop was attended by 9 Tower Hamlets and Hackney residents, some of whom were unemployed jobseekers, whilst others were in employment but looking for a career change. All attendees were keen to complete the recognised training and develop their customer service skills.
8 of the 9 participants successfully completed and passed the course, achieving certification and WorldHost badges – positive feedback was received all round:
“It was so powerful and life changing. All the questions that have been circulating in my head about general life for the last few months about what it takes to be great in a high end role and ambassador in a leading company/brand were most definitely answered within the session.”
All of the candidates that completed the course are registered on the Broadgate Connect employment and skills project and will now be considered for appropriate front of house positions that become available.
Chantell plans to continues the delivery of further workshops throughout 2018.