"Key outcomes demonstrate that assumptions have been challenged and we are well on the way to seeing the new Customer Service charter being fully embedded"

Sam Rose, Redditch Borough Council. Please click here to read the case study.

In an increasingly competitive customer-facing environment customers are demanding not only a fantastic product or service but a unique experience that delivers above and beyond their expectations. Can you recall the last time you had a really positive experience as a customer? Can you remember what it feels like to be treated as an individual, not just the 30th caller that day? Can you honestly say that you know what great customer service looks like through the eyes of your customers?

A great customer experience is about how it makes you feel.

How do you develop, manage and motivate your employees to deliver excellent customer service first time every time? What about service users who have no choice but to use your service does it really matter what they think? Do you genuinely believe your sales team are delivering? How do you transform your sales team to a highly performing, dynamic, customer focussed dream team?!

Our customer service and sales focussed training programmes are a powerful and cost effective method of approaching individual and organisational change. Whether your needs are to help employees recognise the specific needs of their customers or adopt a more consultative approach, we combine a fresh and innovative style, delivering highly successful programmes with measurable outcomes.

Typical areas covered within our Sales and Customer Service training programmes include:

• The launch of Customer Service Charters and Frameworks and generating commitment to these
• Communicating the value of delivering excellent internal and external customer service
• Dealing with challenging situations
• The key behavioural competences that contribute to excellence in customer service
• Challenging customer stereotypes
• Managing sales teams
• Creating a sales service level where personality is valued
• Consultative selling skills

We have designed and delivered a number of training programmes for clients across the NHS, Councils, Housing Associations and private sector organisations.

"I would strongly recommend Theatre& to any organisations who are struggling to get buy in from staff on particular areas of work or initiatives."

Heather Wilson, Customer Service Manager, Riversmead Housing Association. Please click here to read the case study.

"Culture challenging, professional and accessible. I have already recommended Theatre& to other government departments."

Marc Fearnley , HR Learning & Development Manager, Department for Culture, Media and Sport. Please click here to read the case study.

We are proud to be the UK's leading supplier of drama-based diversity training!

To differing ends, diversity affects all of us. If diversity is truly a concept of treating others how they would like to be treated then why is it such a hot potato?! Vision and values of an organisation are now such an important driver of Diversity but how do we manage to translate this into meaningful information?

Through our Diversity and Inclusion programmes we help organisations to demystify the subject and raise awareness of what the fundamentals of Diversity & Equality are all about valuing each other's similarities and differences. Aside from the areas of diversity that are very much guided by legislation, more and more we are being commissioned to deliver programmes which are really about reaching the hearts and minds of employees and other stakeholders.

Using the business case as a starting point, we look not just at raising awareness of Diversity but also helping organisations to create a cultural shift to an inclusive working environment.

We have designed and developed a number of training programmes covering all aspects of Diversity and Inclusion, focusing on gender, gender identity, age, disability, ethnicity, religion, work-life balance, sexual orientation, status, organisational role as well as communicating an organisation's vision and values.

"Theatre& worked with us to develop a workshop as part of our LGBT conference. We've had fantastic feedback about this event with delegates scoring the session 5 out of 5 for impact. Theatre& created a mood and environment which encouraged people to talk about a difficult subject"."

Christine Hartley, Human Rights Project Officer, Blackburn with Darwen PCT. Please click here to read the case study.

"I would like to give Theatre& many thanks for all the hard work, research and attention to detail which made this such a professional workshop. We've had delegate feedback saying "brilliant, best training ever"."

Wendy Wiggins, GSK. Please click here to read the case study.

Effective people management practices are fundamental to the recruitment, retention and development of a motivated workforce. It's often having the best people processes in place that give an organisation real competitive edge. Creating a workforce which is proud of who it is, is the key driving force behind any organisation's vision and values.

Central to the successful delivery of any management development programme is credibility. At Theatre& we thoroughly research the client organisation and culture of the team to ensure we can provide realistic, challenging training scenarios that Managers can relate to and then fully immerse themselves in the development activities. By providing an opportunity for Managers to have "live" skills practice ensures a successful transfer of learning back to the workplace.

Our interactive styles of delivery which can combine the use of drama with more theoretical approaches to all areas of management development are proving to be highly successful. We have delivered many engaging learning experiences to satisfied clients in the following areas:

• Attendance Management Dealing with absenteeism, coaching, counselling and Return to Work Interviews
• Performance Management
• Appraisal Skills
• Managing high performing teams
• Communicating challenging issues
• Coaching in a business setting

We have designed and delivered a number of training programmes for clients across the NHS, Councils, Housing Associations and private sector organisations.

"The Theatre& workshops were very positively evaluated and were a great way to inject energy into a rather tired if essential management topic. The quality of the scripts, actors, facilitators and administration were second to none."

Nick Alcock, Corporate Learning and Development Manager, Royal Borough of Kensington and Chelsea. Please click here to read the case study.

Awaiting information

Aside from the development programmes we regularly deliver in the areas detailed above, bespoke projects are a significant part of the Theatre& offering.

With our interactive, creative approach, we are able to apply the learning and development focus with the interactivity of drama-based training to a range of subject areas guided solely by our client's imagination. Our style of training delivery is very much a vehicle for learning and is perfectly adaptable in line with your specific needs.

We have many industry specific bespoke projects including vision and values workshops, "positive steps" workshops within housing associations, conferences for employee engagement and many more.

To discuss your specific bespoke requirements, please contact Dan Alexander on 07917 518710 for more information.