How our TrainingMark has improved the customer experience

Our in-house training programme, accredited by The Institute of Customer Service, has given our member services team the right knowledge and skills to encourage customer service excellence.

We’ve had our TrainingMark since 2014, and that's something we're really proud of. It's based on three key elements being benchmarked and assessed:

•    Meeting the Institute's professional standards 
•    Ensuring mechanisms are in place to assess individual customer service competence 
•    Ensuring the programme has sufficient strategic support from senior management

“TrainingMark is really important to us… we know that when staff come out onto the floor, they’ve had the best possible training they can have,” said Trevor Davis. 

Our customer satisfaction results are currently at 97%, and we continually strive to improve this score. 

Find out more about The Institute of Customer Service.