C&IT Awards winners: Most Effective Use of a Small Budget

The C&IT Award for Most Effective Use of a Small Budget was won by Chiltern Railways Customer Service Team Training, by agency DRP Group.

Chiltern Railways Customer Service Team Training, DRP Group
Chiltern Railways Customer Service Team Training, DRP Group

Using a tight budget with an upper limit of £10,000, DRP managed to meet a number of objectives set out for a customer service team training day. Aims included creating a concise customer service plan and identifying barriers to achieving good service levels.

Staged at DRP's studios in Hartlebury, delegates arrived at an underground secret bunker via a smoke-filled tunnel, where they faced their customer service demons. Brainstorming allowed them to identify barriers to good service, which were placed in a dustbin that was spectacularly blown up.

Following the morning's activity, delegates were given the ultimate customer challenge - to convert DRP's studio 2 into a themed jubilee tea party, including baking cakes. At 2pm, 15 members from Kidderminster day centre arrived to put the Chiltern team through their customer service paces.

The event punched way above its weight, costing just £8,915 and resulting in an 85% improvement in customer service scores.

SHORTLISTED
Health Policy Summit 2013 – The Efficiency Challenge by Nuffield Trust
The Department of Health – Dementia Village by MCI UK

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