Management Training Cardiff

Great Rail Journeys Testimonial

Client Testimonial

"I am happy to recommend the services of Summit Consulting and Training Limited who have just completed a very successful training and change management project at Great Rail Journey. Throughout the project in question the Summit team remained committed and fully involved and fulfilled a demanding brief. The project required Summit to build strong links and develop the trust of staff from all levels of the organisation and they were very successful in doing this against the backdrop of an organisation experiencing dramatic change."

Commercial Director,
Great Rail Journey Limited

Issues

Specialist rail tour provider Great Rail Journeys was undergoing major changes following its acquisition by a new leadership team.

The new owners were committed to developing the potential of the company’s management, team effectiveness and sales focus while retaining a clear focus on the key quality that had made the company a market leader in the first place – excellent customer service.

The change programme was significant and included a re-structure of teams, volume recruitment and selection as well as IT system changes. The new management team and customer facing team members had never previously received formal training and development support and the leadership team were committed to providing a programme of activities that would benefit both customers and their employees alike.

Solution

Great Rail Journeys appointed Summit to lead 60 day consultancy and training project that included training and coaching at all levels and maximising the quality of customer interaction.

Summit introduced:

A structured call monitoring and feedback process that allowed customer service agents to have immediate learning from their customer communications

A call quality system that could be effectively supported and developed by managers through a structured coaching system

A bespoke training programme that matched organisational and personal development needs that focused on achieving measurable improvements in personal and team performance

A practical communication process that promoted open, collaborative working relationships within teams and across the business to reduce errors and enhance quality.

Call Summit today on 0845 052 3701 to find out how your company can benefit from our unique training programmes.