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London Clubs International - Smoking Ban ChallengeCustomer Service and Change ManagementEach club presented different demands and unique circumstances. Impact Factory's delivery of "smoking ban" solutions was utilised to the full.A 'one size fits all' approach was never going to work for London Clubs; versatility and the ability to respond to individual managers' requirements was essential. The change management programme delivered to senior managers, was adaptable and flexible, allowing each manager to prioritise and then cascade down the pertinent customer service solutions. If anyone knows about Customer Service it's London Clubs, so that was the least part of our brief, but getting managers to fully understand the implications of the ban and how it might affect their clubs, as well as some create ways of looking at how to face this new challenge were the focus of the work. Initially the Managers were encouraged to bring into the room the potential problems and fears surrounding the ban. No stone was left unturned, no club left unturned, as it were. Each manager cherry-picked the solutions relevant to them and their set of circumstances. These solutions were then delivered using London Clubs own trainers to the operatives on the ground. Dealing with the issue of imposed change, rather than simply the implications of the ban, helped to uncover more far-reaching issues. As a result a rounded and plausible set of solutions emerged, enabling managers not to simply prescribe solutions but to fully comprehend the negativity associated with any change. The breadth of skills required by London Clubs staff and management to deal with the smoking ban was supported by an already well exercised ability to cope with challenging behaviour. Our training utilised these skills and together with a deeper understanding of change management London Clubs are well positioned to sail through any high seas. If you would like to talk to us about our Smoking Ban Training, or any of the other professional personal development work we do, call us on 020 7226 1877 or e-mail us at enquiries@impactfactory.com Customer Service and Change Management
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Click here to visit the London Clubs International website More About Change Management and Customer ServiceRead our document on Customer Service or the document called Managing Change in Others Change Management Open CoursesFind the next available Change Management Open Course Or the next available Customer Service Open Course Change Management Training |
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