2011 and ongoing
The mission of the facilities management team at financial services firm Skandia is to provide the best possible service to customers. In order to achieve this, we wanted to better understand our customers’ needs and find better ways of communicating with them. While the in-house customer training focused on improving telephone techniques and written communication, we were keen to better understand and recognise our own, and others’, behaviours.
We had attended a number of BIFM Training courses in the past, including the Customer Service training delivered by Anne Lennox Martin and had been impressed by her knowledge, training techniques and enthusiasm, which captivated the audience. It was an easy decision to talk to Anne about delivering an in-house Neuro-Linguistic Programme (NLP) course to our team.
Fifteen members of the FM team attended the first NLP course in November 2011 and a second in July 2012 and the impact was immediate. The NLP techniques have been used in lots of different scenarios from meetings with suppliers and new starters to service meetings with customers. Our FM team has started to appreciate that people are different and that they react to situations in different ways. People have stopped, paused and thought about the next steps before reacting. And our relationships with each other have improved – we are less volatile and work better together to achieve collective goals.
Anne’s enthusiasm, commitment and delivery has increased our capabilities tenfold.
Kim Clayton, FM central services specialist, Skandia UK
These training courses were delivered on behalf of BIFM Training