South Wales Police Return to t2

For the first time South Wales Police have invested in the expertise of an external training provider to develop customer service skills of staff.

t2 business solutions were contacted and asked to develop a customer service training programme for all client facing staff. The fully tailored programme needed to incorporate existing issues and anticipate any future ones, and also needed to be diverse enough to apply to all genres of staff.

t2’s training team worked closely with Inspector Lee Porter, Performance Manager, to develop the ‘Making Every Contact Count’ training programme, which was run over three days to all front desk station employees.

Through the development of the programme, the focus was always on delivering an outstanding customer service to all members of the public. The training was specifically designed to help increase public confidence in South Wales Police. The key areas for improvement were customer courtesy, dealing with difficult customers and delivering a professional customer service in a friendly and welcoming manner.

Inspector Lee Porter, Performance Manager of South Wales Police said “We chose t2 business solutions as our provider because they could provide the level of tailored customer service training we required. It was important that the training achieved our objective of ensuring all our customers will be cared for professionally and competently in a friendly and welcoming manner, which t2 were able to deliver.

“Since the training, the approach to customer service is far more uniformed and employees seem 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 we weren’t getting generic training – I knew our specific problems would be addressed and rectified.”

Rob Marr, t2 Managing Director said “Inspector Porter knew exactly what South Wales Police wanted from the beginning, which gave us a clear objective to work from. It is very inspiring for us when we are able to create a bespoke programme to match all of our clients needs. It has been a great experience working with South Wales Police on this project, and we hope to work with them even more in the future.”

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