Scottish Parliament

Scottish Parliament22008 and ongoing

The facilities management team at the Scottish Parliament wanted to ensure that frontline staff delivered a customer-focused service to all stakeholders consistently and with a ‘can-do’ attitude using the appropriate communication media and style. And we wanted a friendly service that was willing to go the extra mile for our customers.

We decided to introduce customer service training and regular refresher training for our frontline FM staff and used BIFM Training and Anne Lennox Martin following a procurement exercise. Anne stepped up to the mark and designed and delivered a programme of bespoke customer focused training that has had a positive and lasting impact on the team.

The impact of the initial customer service training has been excellent. There was a noticeable increase in motivation by everyone who underwent the half-day sessions and they have carried this over into their work. The recent delivery of the NLP and Emotional Intelligence course has increased this impact and made us think deeply about our behaviour and how we interact with each other.

While Anne’s knowledge of facilities is wide and impressive, it is her enthusiasm and ability to motivate and inspire others that makes her special. She brings tremendous people skills and engages in a way that captures everyone’s attention. When delivering training, one of Anne’s opening lines is “Let’s have some fun” and hey, we always do.

Brian Mitchell, head of FM service delivery at the Scottish Parliament

These training courses were delivered on behalf of BIFM Training

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