Edinburgh University Students’ Association
Customer service training to 300 temporary Fringe Festival staff at Edinburgh University Students’ Association.
The training was all about encouraging the staff to think out of the box when delivering a service of serving at a bar. A lot of the staff were first time being involved in the Fringe – importantly the training had to take them through exactly what to expect.
The next stage was to think about the delivery and for it not to be a lecture style type of training. It was all about ‘engagement’. Transferring information in a workshop environment is always difficult – but not for Matthew. The training was all about interaction. It was about not feeling comfortable – as working behind a bar – is not comfortable.
Matthew found that through the sessions delivered to the supervisors and managers they got it. They understood what the training was asking to do but importantly they were able to influence the 300 staff in their training. The training for 300 staff was constructed for a 3 hours session that some said flew in!
Post the training it was critical to understand whether the training had been understood by all staff. This led to stage two of the contract that This is EventoS was contracted to deliver. The customer experience analysis piece allowed Matthew to observe the operations and create a framework that recorded all elements of the customer journey. Reporting this back it allowed EUSA to have first hand experience at what and how there operation was working to deliver the best customer experience being delivered.
A report was created and presented – including recommendations – to the senior management staff to allow a clear understanding of what had been achieved.
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