Formica
Starting Point...
Providing an excellent level of service to varied customer groups is important to the delivery of CQC’s purpose and role. Understanding what constitutes excellent customer service and having the skills to consistently deliver it, was a key competency for CQC. There was also a desire to demonstrate the excellence value by creating improvement and innovation as well as setting high standards for themselves and others.
What We Did...
We conducted research with representatives of CQC to identify their key challenges and pinpoint their development needs. We took a set of standards they had developed in one team and tailored these so that they would be applicable across the whole directorate. We then designed a 1- day workshop with real life scenarios (developed at the research stage) to enable practice supported with on-line modules and workplace action learning. The workshop was rolled out to over 800 delegates and Footprint delivered a Train the Trainer programme to upskill internal resource to continue the delivery in-house.
The Impression We Left...
We delivered a delegate satisfaction score of over 99%. We are currently in the process of conducting further evaluation.

What our client said....

 

From the moment that Footprint stood in front of us and presented their proposal they have brought energy and enthusiasm to the project. They are approachable and very friendly and are open to feedback and to continuous improvement. Their expertise and the team they have delivering for them are credible and I would highly recommend them to any organisation
Helen Leathard, Academy Learning and Development Adviser, CQC

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