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London Borough of Camden
The Challenge
The Head of Customer Service and Complaints engaged AKD Training to support further improvements in customer experience and complaints handling. London Borough of Camden have a reputation for being one of the best local authorities in the country for customer experience and complaints handling. The Head of Customer Service and Complaints wanted a different training experience for staff that was interactive and got them really thinking about the issues of customer experience.
What we did
We decided to use forum theatre. This meant we were able to create a training solution that could work with a large number of staff (and therefore reduced unit cost) and that was interactive. The workshop had 3 scenes using actors. At the end of each scene the lead actor posed questions, which staff discussed on their tables. After the feedback, the scene is re-enacted, but audience members replace the actors and also direct what should happen with the help of the rest of the staff.
The Results
The feedback was extremely positive. Staff in particular were really positive about the opportunity in such a learning opportunity to a level they were comfortable. They felt it was really good to be able to practice the issues and felt more empowered to handle some of the more difficult situations they faced.
Our Training Portfolio
Phill Sowter – Head of Customer Services and Complaints
“I have commissioned AKD Training because of their track record over time of developing innovative training and learning programmes that deliver the outcomes I need.
AKD have also proved able to respond to changing needs in the social care sector and work in partnership with the organisation in developing new programmes across, team building professional development and Adult Safeguarding. Most importantly the feedback from our staff who attend the training is always extremely positive”.
