Case Studies
Disability and Carers Service - DWP
Eliesha recently provided a consultant to facilitate a two day conference for 150 Senior Managers within the Disability and Carers Service. The Conference was aimed at: celebrating successes and highlighting achievements, focusing on challenges ahead, clarifying the new Executive Agency’s vision and values by:
• Achieving the Best
• Respecting People
• Making a Difference
• Looking Outwards and Launching the new Executive Agency status.
There was a brief presentation to set the scene, open the conference and facilitate accurate timings of events. Due to their expertise in the field of change management and life work balance, our consultant also provided the one hour specialist guest speaker slot “Motivational Change” which introduced delegates to the stages of change:
• Shock
• Anger
• Denial
• Acceptance
• Integration
• Move on .. ready to do it!
Linking how they previously felt and how they currently feel about further changes and identified where the delegates were in the change stage. This slot also included an innovative Qi Gong and Hua Gong experience that provided participants with alternative methods of managing stress.which stimulated much interest.
The event was designed to fully engage the participants, provide thought provoking exercises and maintain interest which provided a motivational and fun experience. At the end of this event all participants completed their own plans of 'what they MUST do' rather than what they could do to make the necessary changes happen.
Foreign and Commonwealth Office
Eliesha were awarded a preferred supplier contract to design and develop a Customer Relationship Management programme to help them meet their future vision of providing world class customer excellence. FCO Services employ approximately 30,000 staff worldwide with just over 5000 in the UK and recognised in order to achieve this they do business and embarked upon a major change programme.
Eliesha delivered three separate programmes for Customer Service Managers and Client Services Helpdesk staff developing the following learning solutions:
Customer Relationship Management (overview for all)
To provide participants with clear information about what Customer Relationship Management is, why it is so important to organisations and how the function can bring tangible benefits in terms of:
• Increased sales
• More effective marketing
• Knowledge of customer trends
• Increased revenue and profit
Customer Services Managers
To provide specific learning and support to Customer Service Managers to perform their duties and identify the necessary standards of professional conduct to ensure an excellent level of service to all customers.
Client Services Helpdesk To provide learning and support linked to the development of a Professional Helpdesk service and identify standards of professional conduct to provide high qualify of service
All of the above workshops were designed and delivered to meet the specific objectives of the job roles. We have now completed the roll out of this successful programme with the desired outcome of improved customer service levels. FCO are currently considering provision of a similar programme throughout the organisation which will be delivered in the UK and other Commonwealth countries.