EXCELSIOR CASE STUDY – Trilogy Active UK
The Challenge
Trilogy Active, a multi-site forward thinking health and fitness provider in Northampton, commissioned Excelsior to help with their team development.
As an organisation, Trilogy is excellent at gathering data – from staff to membership data – however their challenge was finding the energy and resource to create an action plan from the feedback that was coming in – such as a better learning journey for new starters and improved communication skills for all staff.
The Solution
Through a two day workshop covering customer interaction and communication training staff were able to explore the practical applications of enhanced communication techniques such as self-awareness, emotional regulation, increased social interaction and applying an empathetic approach. Excelsior also captured feedback from participants in the form of interviews and research in order to better understand the Trilogy Active employees and adherence and retention rates both pre and post training.
The Result
It was enlightening to hear from both employees and members at Trilogy Active that the training delivered by Excelsior had a positive impact on their communication; not only when customer facing but also internally, peer to peer.
In addition to improved communication, staff reported the added benefit of being better equipped to handle conflict – should it arise – and greater confidence in their own abilities too.
Testimonals:
“I really enjoyed this course. I’ll admit I was expecting just another run-of-the-mill training course, but was pleasantly surprised at how interesting, eye-opening and fun it really was. Both instructors really made the course as good as it was. The energy they brought filled the room with a great atmosphere and made everyone feel comfortable. Overall, I would recommend this course to everyone I know.”
“I think everyone who is a contracted member of staff needs to attend this course. I have been in front of house roles within customer service since leaving school, not just in leisure but also in retail, and have learned so much in two days about myself and how I react around customers and staff. Both trainers (Andy Phillips and Andrew Holland) were the best teachers”
“I thought the course was delivered very well by the Excelsior trainers. They delivered it in a way that meant that everyone stayed interested, felt included and also comfortable enough to get fully involved. It was very interesting to learn how to approach certain situations with a different mindset and also to think about how others might feel based on how you react. I would recommend sending more members of Trilogy staff on this course – if not everyone!”
