Mears has won the Customer Service Engagement category at the prestigious Customer Service Training Awards, held at the Park Plaza Riverbank Hotel in London.
The Customer Service Training Awards recognise and celebrate delivery of exceptional customer service training.
Mears was recognised for its innovative training tool ‘Making a Positive Difference’, a board game developed to generate better awareness, respect and understanding of our customers, and drive the Mears ethos of ‘Putting the Customer at the Heart of everything we do’.
The board game moves away from traditional methods of training to make it more fun, engaging and competitive, and uses real customer complaints and feedback.
Last year, we completed phase one and delivered training to over 6,000 colleagues with huge success – 92% of colleagues said they would recommend the training and we have seen significant improvements in customer satisfaction.This style of training was developed in consultation with colleagues, clients and customers, and created with Mears’ external training partner AKD Solutions.
Winners of the Customer Service Training Awards were selected by a panel of customer service training professionals. The judges described Mears’ training technique to be engaging, innovative, practical and fun.
Gary Jackson, Mears Group Director of Customer & Community Success, said: “Winning this award is fantastic recognition for Mears and our Customer & Community Success team. It not only demonstrates the quality of training we are now delivering and the investment we are making in each and every colleague, but also highlights how we are using feedback to create innovative solutions, so that we continue to be leaders in service delivery.”