QA | 22 February 2018
In a recent QA article, we looked at the need to become the ‘Organisation of the Future.’ and how organisations are having to ‘re-imagine’ themselves and define new ways to adapt and prosper. Organisations must adapt to the ‘New Rules’* by evolving into a new shape – and by deploying a new series of skills and capabilities, in order to meet and exceed constantly rising expectations with ‘new and improved’ customer experiences.
Customer Service - Ready for the Future
Developing and maintaining superior Customer Excellence has become a source of competitive advantage that few organisations can choose to ignore. Radius Payment Solutions, has pro-actively met this challenge head-on, with a tailored Customer Service Excellence programme from QA.
Radius Payment Solutions: An organisation of the future
The following video walks you through how Radius Payment Solutions have developed their Customer Service teams to be an organisation of the future. This programme puts their customers and technology at the heart of everything they do; both in product development and how their products are delivered to customers.
QA’s Learning Method and Model
QA and Radius Payment Solutions agreed on a fully blended solution to build value and enhance the customer service experience provided by the Radius IT Department. QA provided the insight into ‘best practice’ needed for a distinctly excellent standard moving forward. We delivered a programme of activities which gave the learners:
- Insight into the personal, departmental and organisational level benefits of enhancing the service they provide
- The opportunity to define their own standards and customer service charter, ultimately gaining commitment from the team to changing from the status quo
The format of the programme followed QA’s Learning Model; a blended ‘Performance Based Learning’ approach which as well as the four main learning elements: Experience, Learn, Apply and Perform - also included Engagement of learners and Validation of the learning.
Radius Business Solutions have recognised the ‘organisation of the future’ is needed now and have equipped their Customer Service teams to deal with the New Rules of the Digital Age. Talk to QA to find out how we can help yours.
Look out for our next edition of Developing Skills and Capabilities for the Digital Age.
About QA Group
QA helps individuals and organisations achieve their potential through world-class Learning Strategy and Solutions. This includes: training and certification, innovative Talent Solutions that solve both business critical skills and capability gaps, Business Transformation solutions, enabling change and transformation through engagement and education of workforces, and Managed Learning Services. In addition, QA provide consultancy, apprenticeships and post graduate degrees on a range of technical, business and leadership subjects. With over 22 UK training centres – including Apprenticeships, Consulting and Cyber Academies – and a range of online learning options, QA offer an unparalleled set of learning solutions to both private and public sector organisations.
*Deloitte regularly undertake UK specific research, and to quote their key finding in 2017: ‘The organisation of the future’ emerged as the prime focus ……with talent acquisition and learning highest on the business agenda.’ - Human Capital Trends. UK Supplement 2017 – Top 5 challenges for HR.