Client | OCS Gatwick Airport
OCS Group is an international business focused on delivering sustainable solutions to complex facilities management issues.OCS business takes care of essential support services, adding value on every step of the facilities management path, enabling our clients to concentrate on delivering their core strategies. OCS, i2Office and Cannon Hygiene brands are recognised worldwide for our in-depth knowledge and understanding, delivering specialist and innovative solutions while working to global standards of best practice.
ted Learning has been working with OCS at Gatwick Airport to deliver a customer service programme focused on enhancing and ensuring consistency in the service that customers with special assistance needs receive. ted Learning actor, Jerry Lindop spent three days shadowing OCS staff in all aspects of their role from meeting customers as they arrive at Gatwick, to helping them through security and onto the plane! This meant we could design a completely bespoke and relevant programme, demonstrating that we 'got' their business and understood their challenges in delivering excellent service to all customers.
The programme we have designed for OCS is all about the customer journey and 'touchpoints' throughout their time with OCS employees. We have focused on making sure the 'story' is passed along to other OCS employees (i.e. if a customer is nervous about flying they don't have to keep repeating the info, its discreetly passed along to the next team member) and that the team work as one and focus on the areas they can control and stop spending valuable time focused on the 'no control/no influence' issues. They have seen our ted Learning actors demonstrate some of the behaviours we want to change and this has had huge impact. Without spending valuable DNA time in the business beforehand, we wouldn't have been able to deliver such a bespoke product.
'Delivering the Best it Can Be' has been a huge success with 96% of learners rating their experience as EXCELLENT and 4% as GOOD. Comments have included "they really understood our job role and the challenges we face" "The acting was excellent, I thought he worked for OCS"
Ruth Rabet, Head of Assisted Customer Operations at OCS commissioned ted Learning to deliver this work and has been instrumental in working with us to design the product "We have been really excited to work with ted Learning. They spent time getting to know our business and following our team and speaking to them. The team have really enjoyed the training"