Providing a good customer experience

With construction sites scattered across Ramsgate and Broadstairs, TPMD’s Joint Venture site teams have been learning about the importance of their roles as company ambassadors.

The tailormade training session used actors to portray real-life examples of customer interactions and highlighted practices that can cause a negative experience. The interactive workshop then coached attendees to ensure they understood how they can provide a positive customer experience if approached by a member of the public. Emphasising that first impressions, body language and tone is as important as what is said, the fast-paced session looks to keep the audience engaged and attentive.

Due to the number of sites currently active within the area, the actors also performed a short comedy sketch that highlighted the serious message to the teams that as long as they were in branded PPE or clothing, they were representing TPMD and could be approached in anywhere from the supermarket to a café.

With positive feedback from attendees following the session, we’ve also seen the number of compliments increase from those living close to our working sites.

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Entry submitted by TPMD JV


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