Biotage recruit leading welsh training provider

Biotage Ltd. recently recruited one of Wales’ leading training providers to develop exceptional customer service skills within the workplace.

t2 business solutions were asked to draw up a training programme for all client liaising staff. The fully tailored customer service training programme needed to combine a professional and accommodating manner with the ability to create a positive, lasting impression on all clients.

Biotage Ltd. provides solutions, knowledge and expertise in the areas of medicinal and analytical chemistry, process development and genetic analysis. Due to the field of expertise, Biotage Ltd. relies on excellent customer service skills to be delivered to all customers, both internal and external.

t2’s training team worked closely with Tilla Singh, HR Manager, to develop the Creating Exceptional Customer Service training programme. The programme incorporated recognising how behaviour can influence a client, delivering effective listening techniques and demonstrating the skills required to deliver exceptional customer service.

Tilla Singh said: “We chose t2 business solutions because of their reputation in the area of customer service. It was important that all staff were using the safe techniques and tonality when liaising with Biotage clients. We wanted to create a lasting impression on all customers and this training programme was ideal to ensure all employees were delivering service of the same standard.

“Since the training, we feel that the approach to customer service is far more uniformed and staff feel more motivated by the investment we’ve shown in them. The fact that the course was fully tailored to us and our problems meant that I knew I wasn’t wasting money on generic training – I knew our problems would be addressed and rectified.”

Due to the success of this programme, Biotage Ltd. and t2 business solutions are currently developing a Management training programme for all Biotage Ltd. managers.

Rob Marr, t2 Managing Director said “Tilla was very clear on the skills he wanted to adapt from the beginning which allowed us to create the ideal training programme for Biotage. When you have a clear objective to work from – it is very inspiring. We have enjoyed working with Biotage on this project, and are looking forward to working with them more in the future.”

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