Osborne’s Accredited Trainers Deliver Customer Service Know-How

Who better to deliver customer services training to Osborne’s employees than members of our own team? After all, they are most able to run sessions that resonate with our people.

This is why four individuals from across our business have spent six months training with the Institute of Customer Services, so they can deliver ICS FirstImpressions courses to their colleagues.

This week, our accredited trainers will begin delivering the FirstImpressions training to each and every one of Osborne’s employees, helping us to continue to exceed our customers’ expectations.

The course will improve participants’ customer services skills, knowledge and understanding; and our team of four trainers will use real life case studies from within our business in order to make sessions relevant and impactful.

Having our own qualified trainers will not only make the course feel more personal, it will help Osborne get a better sense of levels of engagement amongst our people.

Also, ideas for customer service improvements gathered during sessions will be fed directly back into the business.

Participation in the FirstImpressions training is compulsory for all staff members, from operatives to directors. Having our own qualified trainers means we’re more able to deliver sessions at times that are suitable for our teams.

Claudette Ara, Regional Customer Experience Manager at Osborne, who successfully qualified as an ICS Trainer commented:

“Investing in our people is extremely important to us at Osborne. We’ve already invested in the four team members who are now accredited ICS trainers. Next, we’re investing in all other members of staff, who will be better at their jobs as a result of taking part in the FirstImpressions training. Every Osborne employee will be taken through customer experience journey during the training sessions, focusing on the role they play in it.”