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November 2008
> Harvest Tenants Train Staff in Approach to Customer Services
On Tuesday 18 November Harvest Housing Group received the CCA Excellence Award for ‘Innovation In Employee Development,’ for their Customer Service Experience Training Programme (termed EVOLVE); a training and development programme available to all members of staff within the organisation to ensure that services are delivered to the highest standard.
Commenting on the award win, Paul Seymour, Director of Operational Support & Service Development for Harvest Housing Group said:
“We are enormously proud of this award. It is especially pleasing as the EVOLVE programme was designed by tenants and residents and the tenants attended all of the training sessions. Nothing beats having a customer at a session that looks at customer service. It recognises Harvest’s development and implementation of the Customer Service Experience Training Programme”.
Paul added:
“The approach we followed encouraged tenants and staff to identify their needs and challenge current practice in order to make a cultural shift to the services we wished to deliver and tenants expected. We wanted an innovative approach to engage and excite our customers and staff and to equip staff with the right skills to deliver our philosophy. By having such a targeted approach to delivering this programme, it has exceeded Harvest’s objectives right from the beginning”.
The CCA Excellence Awards programme was introduced to recognise the achievements of the profession at both an individual and organisational level and is judged by an independent panel made up of CCA members: the key criteria being improvement, innovation and excitement. This is the second year that Harvest Housing Group has won an award from the CCA.