Case Studies

Improving PRUPIM’s Customer Service

Recent feedback from the Real Service benchmarking group highlighted a need for customer service training for PRUPIM staff. To address this need, PRUPIM appointed Mary Gober International to deliver an intensive programme of training to 103 staff members from departments across the organisation.

The training focused on the psychology and the language of service – taking both internal and external service into consideration. It also presented PRUPIM staff with the opportunity to enhance service relationships amongst team members and tenants by equipping individuals with the crucial skills needed to bring about cultural change in customer service.

Feedback from the programme has been overwhelmingly positive. 95% of delegates said they would recommend the course, and 92% rated the course at or above 7 out of 10. One employee said the programme will:
“…help us to work as one business. It’s been so successful that I can already tell who’s attended the training and who hasn’t. It keeps you one step ahead as you think of the outcome and not just the current situation. This is particularly important with tenants as you’re not just giving excuses but really listening. And in the long run we have to look after our tenants, as this helps to look after PRUPIM.”

To ensure that the improvement in our customer service is sustained, senior delegates attended a half-day refresher course in late 2007. The programme will now be rolled out to remaining staff in 2008.

The Leadership Forum

The Leadership Forum was established in 2007 and comprises 35 managers from across the business who report to members of PRUPIM’s Board. The overall aim of the Forum is to drive the business forward by increasing idea generation, productivity and communication across PRUPIM.

The Forum is also responsible for ensuring the successful introduction and implementation of company plans, such as business strategy and initiatives. Members of the Leadership Forum act as “ambassadors” in the successful communication, implementation and execution of projects both in terms of promoting and encouraging employees to buy into business initiatives as well as changes.

Forum members are expected to address issues and concerns raised by staff, as well as deliver actions in order to drive the business forward. The members provide a communication link across existing internal committees and report back to employees via six weekly team meetings. 

Establishing greater alignment within the organisation from the bottom up as well as top down has been one of the Leadership Forum’s key achievements during the second half of 2007. Moreover, the identification of key business issues and topics for discussion has resulted in the formation of working groups to drive initiatives forward. For example, the Leadership Forum has played a pivotal role on the Values project by providing the commitment and support needed to strike a balance between achieving PRUPIM’s business objectives while at the same time maintaining a set of standard values and behaviours. The Forum has also provided a department-wide platform from which to gain buy in and an in-depth understanding of the Business Plan.