Background
ZF Lemforder UK Limited manufacture and supply products to the automotive industry around the world with companies such as Ford, Land Rover, Alfa Romeo, Toyota and BMW on their client list.

The Need
A need was identified for a training programme that would address customer service issues in various internal and external customer-facing departments throughout the company.

The Solution - Accelerated Learning
Hemsley Fraser worked in partnership with ZF Lemforder to produce a series of interactive training programmes which equipped delegates with the skills to interact with customers in a variety of different situations.   By using a range of Accelerated Learning techniques, the trainer was able to encourage all delegates to change the way they thought about customer service and to change their behaviour, especially in handling difficult situations.  The techniques selected to meet delegate needs included action-centred learning games as well as activities to challenge numeric, creative and physical intelligence as a way of enforcing key learning points. Real time skills practices were also designed to facilitate the transfer of learning to the workplace.

The Result
“The accelerated learning approach taken with this course has meant that delegates were able to gain a quicker understanding of the key points.  As a result delegates are now much more focused in their questioning technique and their behavioural approach to others to resolve communication issues. They now understand the positive impact that their behaviour can generate with customers both internally and externally. The result is a boost to workforce morale and an increase in customer satisfaction.  We will certainly be investing in further training with Hemsley Fraser.”