Black Diamond Umbrella and Accountancy Services, based in Leigh, Lancashire have been operating across the UK for over twelve years, offering an employment solution and accountancy service.
The company recognises that excellent customer service is a priority and key to the success of their business. They continuously strive to review and improve standards and services and with this in mind they contacted several training providers to see if they could enhance and build on their own current internal customer service programme.
‘We wanted training courses that were tailored to suit our business and were impressed by the care and quality of the communications with the Welcome to Excellence team at Via Partnerships,’ said Lee Docherty, Operations Manager at the company.
Black Diamond Umbrella and Accountancy Services decided to book two Delivering Service Excellence training courses through Via Partnerships because the information provided was clear, concise and helpful without being too complicated or intrusive.’ We were able to talk with John Barlow, Associate Welcome to Excellence Trainer before the training took place. ‘He was first rate,’ said Lee ‘we talked through what we wanted to achieve and how our business operated. John then delivered the courses to our specific requirements ensuring all those attending were engaged and motivated.’
‘Feedback from staff has been fantastic and following the training we have noticed the culture of customer service, although always good, is now more of an integral and natural part of the daily routine. The staff who participated in the courses now regularly talk over different aspects of the training and in particular they give each other positive feedback on different elements of the customer service they see and hear when dealing with clients.
‘If we decide to run more courses, we will definitely work with the Welcome to Excellence team again, said Lee, ‘they were professional and courteous and keen to make sure that content and delivery exactly met and exceeded our already high standards.’Back to case studies
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