A new personal development programme aimed at improving the "people skills" of people in the industry has been launched by Fitpro and is based on research carried out by Leisure-net Solutions.
The programme called BEE - The People Programme, is directly related to the ability of staff to communicate on a personal basis, engage with customers, and build rapport and relationships.
Lesley Aitken the BEE Master Trainer explains,
" as an industry we train people in systems and processes but often not in simple communication and people skills. If we can improve these, then the levels of customer service will improve automatically followed by staff and customer satisfaction and loyalty. This really is a new approach to Customer Service training giving operators a whole 12 month support package".
The programme which has been piloted in two trusts in the eastern region, uses a "train the trainer" approach to deliver 6 modules to all staff in the organisation over a 12 month period. The modules are delivered in bite sized one hour chunks by BEE Coaches chosen from front line staff, who are supported throughout the process by their BEE trainer.
Initial reaction to the programme has been very positive with Tracey Copping, Chief Executive of South Suffolk Leisure one of the pilot sites stating,
"The staff who have been chosen to be BEE Coaches are buzzing! They are really excited and motivated and most passed their training with flying colours and are now putting their new found coaching skills in to practice with their colleagues".
The programme will be supported by ongoing monitoring and measurement by Leisure-net Solutions using mystery calls, shops and customer experience surveys.
For more information contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it , BEE Master Trainer.