CLIENTS

The Challenge

Wyboston Lakes is one of the UK’s leading and largest training and conference centres in the UK. Set in stunning surroundings, the centre offers superb conference, training and serviced offices to the corporate market, as well as hotel, restaurant and leisure facilities which are enjoyed by both businesses and individuals seeking quality hospitality and leisure activities. The business employees over 250 people and is privately owned.  

Passionate about excellence, Wyboston Lakes have always been renowned for their focus on customer care. As part of this strategy there has been significant and continued investment in the infrastructure, including major refurbishment projects and the building of a state of the art Spa. Despite consistently receiving fantastic feedback from customers, the Wyboston Lakes senior management team were committed to pushing the boundaries and creating an even greater positive customer experience, which differentiated the centre from the competition through excellence. Innergy were invited to design, develop and deliver service excellence training workshops with the employees over two days.

The Solution

Innergy researched the actual and perceived customer experience, reviewing employee behaviours and attitudes, while analysing customer comments and online review sites. On the back of the research, Innergy designed tailored, high energy and interactive workshops to challenge the thinking and develop new ideas, fresh impetus and an even greater focus on individual and team accountability to deliver even greater levels of excellence. 

The Outcome

Employees left energised and motivated with a renewed focus and confidence in how to:

• Effectively engage with customers and develop stronger relationships
• Generate increased levels of customer feedback 
• Deal effectively with complaints
• Impact the customer experience, as both individuals and teams, irrespective of the department in which they work 
• Identify and adapt attitudes and behaviours appropriate to individual customers which leave lasting impressions

The sessions generated significant buzz and renewed energy, as well as an understanding of how and why businesses excel at delivering excellence. It also stimulated over 200 ideas, generated by employees, which could potentially enhance excellence across every aspect of the customer experience.   

Heidi Pegrum, Director of HR, commented; “Innergy were excellent and entertaining and it was clear that they really understood our business and our industry. We had great feedback and will be working with Innergy again.”

Ewart Munday, National Sales Manager and workshop delegate, added; “The delivery was professional and highly engaging. Gordon has an ability to pitch his message to his audience to create understanding and positive learning outcomes.”

What they said

“Thank you for the work with our Team - the content was of great value. It was really beneficial that you also built in strategy to the training - we were able to focus on both the business and the team objectives. This gives us real depth and will help us to be more successful in achieving our targets. Your session has added value to what we produce in the future.”

Julie White - Head of Sales