Bernicia Group, Liquid Voice and Housing e-Academy have teamed up to create an online training course to complement housing providers’ existing call-centre solutions, with the aim of communicating the importance of customer excellence.
Having already worked with Bernicia since 2007, Liquid Voice invited Housing e-Academy, as e-learning experts in social housing, to jointly create the new online course.
Debra Beattie, head of organisational development, Bernicia Group, said, “One of our key messages is that delivering outstanding customer service is the responsibility of everyone, not just those people in customer service teams. We were delighted when we were asked to be involved in the development of a course which aims to help social housing providers like ourselves achieve higher standards of customer service and implement best practice across their businesses.”
Liquid Voice worked with Bernicia to create rich video content and ‘real life’ case studies to support the course. Drawing on real life experiences and situations adds an extra element to the course and Liquid Voice said that learners using its online course can relate more readily to how customer excellence affects all aspects of work.
Beattie said, “The role of frontline staff in delivering customer service excellence cannot be understated. The aim of these e-learning resources is to aid the development of their softer skills which will help us continue to deliver better customer service.”