Huntingdonshire District Council
Customer Care Programme
Client Issue
Huntingdonshire District Council was concerned about a lack of continuity and consistency in customer care across the full breadth of their services.
Requirement
The Council mandated RoleplayUK to design, script and facilitate a values based customer care focussed event for all their employees. This needed to deliver a better understanding of the impact of the individuals’ behaviours and communication style when interacting with both their internal and external customers.
Solution
RoleplayUK proposed a Forum Theatre solution to address the training needs. The design and script of these addressed the following key issues:
- Recognising that all Council employees have a role to play in customer care
- Focusing on the values of the Council as a basis for improved behaviours
- Focusing on personal and inter-personal communication style.
The overall RoleplayUK solution included acted pieces which engaged and involved the participants, who were then encouraged to direct the actors to coach the character in improving their communication, increasing their personal impact and reflecting the Council’s core values to greater effect. In order to maximise the learning the delegates worked both as a single group and in smaller break-out teams.
The final exercise of the day offered a positive reflection of the organisation with a team interaction to celebrate the achievements of the services currently being delivered.
Impact & Result
Delegate feedback from the event showed that:
- Over 90% felt that the content of Forum Theatre was appropriate and realistic to their situation
- Over 90% would attend another drama-led event to meet their training and development needs.
Huntingdonshire District Council has continued to use the RoleplayUK workshops as part of their training and development programme.