Tiger Turf UK case study

SMART Way Forward were appointed by Tiger Turf UK, one of the leading manufacturers and suppliers of synthetic sports surfaces, to deliver a 12 x module customer service training programme for all their internal/external staff based in the UK, over a period of 6 months. In order to deliver this programme successfully, SMART Way Forward delivered 2 x half day training workshops per month. The programme was bespoke and tailored specifically for Tiger Turf. At the end of the programme, all the staff would need to complete a written test to show their full understanding and competency for every module covered.

In addition, all 6 of their senior Management team were also put through the SMART 3 Day Intensive Management and leadership programme. In total there were 3 x Intensive courses run by SMART Way Forward, each placing 2 x managers in any one session, over a 3 day intensive block of consecutive management training.

The work delivered by SMART Way Forward included:

• SMART Way Forward successfully delivered a 12 x module customer service training programme to 9 x internal/external staff at Tiger Turf UK.
• The team were randomly monitored every month with a serious of ‘mystery shop’ style calls to gauge how well the sales/customer service team were putting theory into practice.
• All of the customer service team passed their end of programme tests with flying colours
• All 6 x senior managers successfully completed the SMART 3 day Intensive Management and Leadership training programme.
• Framed SMART Certificates of attendance and completion were given to all the Tiger Turf UK staff who successfully completed their training with SMART Way Forward

• Consistently delivering excellent customer service

• Understanding your company USPs

• Effective telesales skills {no link}

• Professional management /organisational skills {no link}

• Delivering the perfect sales pitch {no link}

• Using the right communication at the right time

• Balancing your workload

• New business development/cold calling

• Body language/Q4 customer behaviours

• Managing your sales database

• Using social media for business

• Standing out from your competitors

• Identifying individual learning styles and personality types

• People Management

• Strategic man-management {no link}

• Managing change within your team/business {no link}

• Organisational skills/time management

• Prioritising your workload

• Conflict management

• Understanding individual & team boundaries {no link}

• Developing a focused team with the right skill set

• Leading from the front, managing by example

• Performance management {no link}