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The ROI Academy™

Training Delivery

Management Voice

CASE STUDY -COUNTY POLICE FORCE   Return on Investment in Training - Customer Service Training

CHALLENGE

“How can the Public Sector value its Customer Service and demonstrate the return on investment in training? How can Public Sector managers make good investment decisions in Customer Service training and support?

RESEARCH & ANALYSIS revealed:

•   A wide range of Customer Service Skills metrics – including Government guidelines, consumer market research and internal 

            measures

•   A need to justify investment decisions to funding bodies through demonstrating return on investment in training
•   A challenge to balance the desire to improve quality with the costs of delivering improvement
•   Government ‘best value' analysis provides data too late to be of use in decision-making

EXPERIENCE

•   The use of multiple metrics leads to a lack of clarity in decision-making
•   Engaging a wide base within the organisation to decide on service priorities is essential
•   Involving finance teams in the process of valuing Customer Service is essential

APPROACH

•   Bring everyone together in a series of ‘valuation workshops'
•   Create a single set of metrics for measuring Customer Service Skills
•   Show how each of the many existing metrics are reflected in the single metric set
•   Create a Performance Pound™ for Customer Service and secure support for its valuation methodology
•   Value the existing Performance Pound™ for the Customer Service teams
•   Give the in-house teams the tools needed to continue working with the Performance Pound™ going forward

IMPACT

•   Client can put a notional value on Customer Service Skills
•   Client can measure actual Customer Service Skills against notional value
•   Client can measure value added to Customer Service as a result of any investment through training evaluation
•   Client can make objective decisions about investment and justify them as and when needed by demonstrating the return on investment in training

FEEDBACK

•   “With 3C's help and guidance we can make objective decisions…helps us make sure we are using public money wisely…it has       provided us with the clarity of data to report to senior management and to the public on the use we are making of public     funds and the improvements we are making to customer service.” Customer Service Manager.