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

Have you registered with us yet?

Register now to enjoy more articles
and free email bulletins.

Register now
Already registered?
Sign in
'Four-poster bed, copper bath and gorgeous furnishings': a night at Down Hall Hotel

'Four-poster bed, copper bath and gorgeous furnishings': a night at Down Hall Hotel

C&IT's associate editor reviews a country house hotel dating back to 1322 with Italianate architecture and luxury interiors.

The charity ball with a projection-mapped 'Wheel of Fortune'

The charity ball with a projection-mapped 'Wheel of Fortune'

Country estate Alrewas Hayes hosted the 25th anniversary of the Hope and Homes for Children fundraiser.

2020's most popular incentive destinations

2020's most popular incentive destinations

In our State of the Industry: Incentives report, we look at the top countries and cities over the past year.

Cancellations and deferrals: How global agencies are reacting to coronavirus

Cancellations and deferrals: How global agencies are reacting to coronavirus

As IBTM APAC gets postponed, agencies tell C&IT what they are doing to meet the challenges posed by the outbreak.

IBTM APAC 2020 postponed over coronavirus

IBTM APAC 2020 postponed over coronavirus

Organisers have postponed the inaugural IBTM Asia Pacific due to the Coronavirus outbreak.

How are incentive budgets changing in 2020?

How are incentive budgets changing in 2020?

Budgets increases come despite fears over economic uncertainty, according to the State of the Industry 2020: Incentives report.

MGM Resorts takes action over massive data hack

MGM Resorts takes action over massive data hack

More than 10.6million guests have had their data leaked after the cyber attack, according to reports.

APAC planners still 'use manual processes' for most of their tasks

APAC planners still 'use manual processes' for most of their tasks

Australian and New Zealander event planners need a more technology-driven approach, according to new research by Cvent.

DICE launched to improve diversity at conferences and events

DICE launched to improve diversity at conferences and events

New charter aims to eliminate 'manels' and offers guidelines for making events more diverse, on and off stage.

Are experiential food and drink incentives on the rise?

Are experiential food and drink incentives on the rise?

Planners reveal what food and drink experiences clients are increasingly requesting, in the C&IT State of the Industry: Incentives report.

LATEST JOBS