Fitness First were looking to equip a senior team with enhanced communication skills. With a strong focus on tailored customer service, ultimate aims included increasing customer retention and engagement with guests.
As such, the company appointed a team of 16 individuals to bring about a cultural shift and motivate staff. A key objective was to ensure these individuals were confident in engaging customers on a personal level. Individuals should be able to read signals, adapt to different personalities, influence others and create real connection with guests.
The company approached City Academy to design and deliver a bespoke communication skills day in a theatrical venue.
To help the team find inspiring connections with guests and colleagues we proposed delivering a practical Storytelling workshop to provide the tools to use narrative to create a memorable impact. To help the team convey their personalities and ideas positively we recommended a course focused on Presence and Impact.
City Academy divided the group of 16 into 2 to enhance the practical nature of the training. Two of our senior tutors delivered the full day programme at Sadler’s Wells.
Communication Skills
Sadler's Wells
Senior Team
16
After on-site observations and in close collaboration with the L&D team, City Academy designed and delivered a tailor-made 2 day programme for 3 cohorts over a series of 8 weeks. For this business case study, meetings with management really helped shape the content ensuring it formed a valued and unique part of their wider training programme.
Led by an expert voice and communication skills coach, the groups were put through their paces learning storytelling technique, body language and vocal skills and analysing the emotional journey of their customers.
Our work with The View from the Shard continued after the training days as we ran two Management Day sessions with the Guest Ambassador’s managers helping embed training and providing practical skills for assessing performance and keeping momentum.
“I didn’t know what to expect from today but personally I think that was mind-blowing.”
“Really powerful and very helpful.”
“We talk internally about transferable skills and we can employ a lot of techniques here to deliver excellent service.”
“Really highlights why we need to develop stories, I didn’t realise how important it was.”
“Amazing tools and techniques, we are all really excited and passionate about them already and we can see the difference."
“I enjoyed the open, honest feedback throughout. 99% of the techniques we learnt are so relevant for what we do.”
“Breaks things down into manageable chunks to really help shape the way you communicate.”
Fitness First Team
Day Delegates