Whether people are providing catering, retail, cleaning or one of multiple facilities management services, ImprESS supports and empowers the company’s frontline employees in their everyday interactions.
The programme includes targeted training modules designed to sharpen customer service skills, covering knowing and communicating with customers, exceeding expectations, conflict management and living the brand, mission and values.
Colleagues complete the programme at their own pace via e-learning, supported by face-to-face introductory sessions and celebratory events when they graduate from the course. ESS is also running a campaign to recognise and celebrate those who deliver excellent service to customers across a variety of roles.
Sharon Baker, business process and governance director at ESS, commented: “Great customer service is an essential part of our business, but the expectations aren’t always clear and measurable.
“ImprESS breaks down the different elements of engaging positively with customers, enabling us to support our teams, celebrate high performance and improve where needed. This is an ongoing area of focus for us and the course builds on previous training which we’ve developed and enhanced after listening to our employees.”