Keeping internal customers happy

We were recently contacted by a long-standing client in the law sector, and asked if we could develop customer service training. The twist was that the focus was on internal customers, with delegates attending from their IT, Facilities Management and Finance teams.  

We designed the training to cover the whole of the customer journey, with the key aims of creating positive first impressions, building trust and rapport, and handling problems using the most effective and appropriate techniques. The course included all types of customer interactions; in-person, on the phone, and via email.

For the learning to be properly embedded it was delivered in two parts: one three-hour session with lots of theory and reflection, and then a three-week gap followed by a two-hour session to review what delegates had actually done in practice. For this second part, we ran a tightly designed action learning set.

The feedback was really positive, with all delegates saying it was a good use of their time, that it was “engaging training that will enhance my customer service techniques”, and even “you will come out of this course a little more polite and empathetic, a better received version of yourself.”

If you would like to learn how you and your colleagues can improve customer service in your business  just email: enquiries@emailogic.com or call 0203 1546611 and we will be in touch to understand your specific challenges and discuss how we can help.

Why do we love email so much?

Emailogic have been delivering email training for 25 years. When we introduced our first email training course in 1999, we could never have imagined that over 25 years later email would still be the favourite tool for messaging.

It is worth considering the human disposition towards short messages. The first postcard was sent in the late 1860’s and shortly afterwards, in just 1871, 75 million postcards were sent in Britain alone. By 1910 this had grown to over 800 million!

In business, telegrams used to be sent in the millions and played a major part in the growth of US. As the railroad was introduced to new towns the telegraph ran beside it and both communications and trade was able to take place so much faster.

So short messages are not new – they have been oiling our lives both personally and in business for over 150 years.

Email is filling our need for short messaging and is probably here to stay – the research tells us the volume will grow another 3% in the next 12 months, so it makes sense to learn to use it well.

Emailogic email training is the learning people were never given when it was first introduced by IT departments. It covers how to communicate clearly by email, manage email, reduce volume, legal and cyber risk and how to use some of the more useful features in Outlook.

If you think email use can be improved in your business, just contact one of the team to experience our ‘award winning’ email training.

INTRODUCTION

Welcome to the latest Edition of Emailogic Insights, our quarterly newsletter which will give you regular updates about what we’ve been up to. We will also aim to highlight workplace trends and insights we are seeing across our work in all sectors which may help inform your L&D planning.

In this edition of Insights we are highlighting the Worker Protection Act, which came into force on October 26th. We’ve been running Discussion Forums to help our clients and contacts understand the impact of this new legislation – we held our final one on October 2nd. 

You can also read about 25 years of supporting businesses in their email communication, plus our new Customer Service Training programme.

We hope you enjoy this issue. If you would like to know more about how we can support your learning and development needs, or if you just want to discuss a tricky problem, please don’t hesitate to get in touch.

How do you train staff who don’t want to learn?

What do Australian sheep farmers, teachers in Nuneaton, American pharmaceutical workers, and Swindon taxi drivers have in common? The answer is that they’ve all attended our Active Bystander course, which we have now run for thousands of delegates across the world.

At Emailogic we pride ourselves on working with all types of learners, encompassing delegates of all ages, nationalities, and backgrounds. We are also very experienced and skilled in working with the more challenging delegate groups – those people who may come to the session reluctantly, and maybe unwilling to learn.

We have proven engagement techniques to get everyone involved right from the start of the session, and all our facilitators are trained in surfacing the objections to learning which delegates may have, and then having robust adult conversations inn a psychologically safe space.

Anyone can help willing learners to learn. What really excites us is enabling culture change through changing attitudes and behaviours among those who may be more set in their ways. This can happen across all our 50 behavioural change courses, but is especially powerful in our suite of four ED&I related courses. To learn more about how we can help change the culture in your organisation, give us a call on 0203 1546611 or email enquiries@emailogic.com.

Contact us to discuss your training plans:

Are you ready for the Worker Protection Act?

On October 26th the Worker Protection Act (WPA) came into force, and this has implications for every business in England, Scotland and Wales. An amendment to the 2010 Equality Act, the WPA aims to better protect employees from sexual harassment; employers in the UK will now have a legal duty to work preventatively, rather than retrospectively, to address sexual harassment in the workplace.

The Act ensures that employers “must take reasonable steps to prevent sexual harassment of employees in the course of their employment.” This extends to when employees are working outside of their office, and when they are attending social events that are considered an extension of work. Employers who fail to prevent sexual harassment towards an employee can also face financial repercussions. If a claim of sexual harassment is upheld, an employee may be awarded up to 25% compensation uplift from the employer.

Recently, we’ve been running WPA Discussion Forums for our customers, so they can come together to discuss what actions they should be taking. These Forums include a slot with the legal experts from Porter Dodson LLP - many thanks to Kate Shawcross and Sarah Young! Kate and Sarah both stressed the need for organisational ED&I policies to be kept up to date, and that all staff should understand what ‘conduct of a sexual nature’ entails. Most importantly, they stressed the need for repeated training for leadership teams and managers at all levels, as the organisational culture is often set top-down and role-modelling behaviours is critical.

You may be interested in our latest new course: Understanding and preventing Sexual Harassment in the Workplace. If you’d like a conversation about this or our numerous other ED&I courses, please contact us on 0203 154 6611 or email enquiries@emailogic.com.

Why not book a place on our upcoming discussion forums - see topics below

There will be discussions on various topics where you can learn from others and network with HR and L&D peers