BMG relies on client relationships and effective communication via DEBI – FE News

With its motto “Engagement Through Emotion”, Border Motor Group (BMG) appreciates the importance of excellent customer service for internal and external customers.

Following their recent World Host – Principles of Customer Service training, customer-facing staff recently participated in a session on communications and personal impact with @BordersCollege Department of Enterprise and Business Innovation (DEBI).

During the session, the group discussed the importance of effective communications in their work environment and how they could adapt their approach to a particular context. In addition to oral communication, the use of emails was examined and how to make them more effective.

The training, funded by the Flexible Workforce Development Fund (FWDF), saw participants Edward Fell, Rachael Linton, Sam Millar, David Sherratt and Kayleigh Young have constructive discussions on how to manage communications difficult, while remaining professional.

From the open discussions, it was clear that the candidates realized the value of a positive personal impact when communicating with customers and how this can improve the customer experience.

When asked at the end of the session what they were going to take forward, the group collectively commented on the importance of self-awareness, how they felt more confident to face situations more assertively, as well as the value of actively listening to what the customer had to say and responding positively.

Borders College Account Manager Susan Rennie commented:

“Working closely with Craig Anderson, Business Manager at Border Motor Group in St Boswells, has enabled the development of this training program to enhance the Global Host – Customer Service Principles that Border Motor Group staff have recently undertaken. DEBI looks forward to developing future working relationships with Craig and the team.”

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Joseph P. Harris