In2action Training Services Brochure '23

TrainingServices Excellence is not a skill.

It’s an attitude.

We take training beyond the transaction and focus on interaction, enabling powerful behaviour change and brilliant outcomes for your customers.

In2action is a professional training and activities organisation passionate about improving standards by enhancing team skills and attitudes.

reviews, repeat business, and ancillary revenues. We embed your brand culture in your teams’ DNA across day-to-day operations both back and front of house.

We design, curate and train your teams to deliver unique experiences for your customers.

Our tailored training will delight and exceed expectations, resulting in improvements in feedback and

In2action services are designed specifically to support and fast-track teams working to high expectations with limited time and resources, and no option for lack-lustre performance. We can help you from

“We embed your brand culture in your teams’ DNA”

the corporate to individual level, and have experience working in Europe and beyond. We have delivered transformational customer service, interpersonal and introspective skills training to Center Parcs, TUI, Go Ape, and P&O Cruises to name just a few.

We have worked with

Our experience Lapland

UK Asia France

China

Montenegro Spain

Greece Tunisia

Turkey Cyprus Egypt Dubai

Hong Kong Thailand

Malaysia

Singapore Indonesia

Forget your preconceptions of customer service training, because this isn’t it.

Our approach is genuinely different. We take training beyond the transaction and focus on interaction, enabling powerful behaviour change and brilliant outcomes for your customers. We help staff understand how first impressions and interpersonal skills can have an impact on not just the customer in front of them, but also their own career and professional development.

We recognise that complacent culture, attitude and behaviours can be exceptionally difficult to overcome, that’s why our techniques are designed to surprise and delight. We physically and emotionally engage with staff, we entertain, motivate and embed real skills and learning at all levels of the business. Our impact is long lasting and that’s why we work with reputable national and international brands year on year.

“In2action’s training is without doubt the most engaging and professional our team has ever received. In2action’s knowledge, passion and enthusiasm is inspiring. I would recommend In2action to businesses who are passionate about their customers and want to improve their internal skills. In2action will make it happen.”

- John Irvine, CEO WightFibre

“In2action listened perfectly to our requirements, building a bespoke and tailored solution to what we needed. Our attending delegates all commented on how much they enjoyed the session, how time flew by and everyone, even our seasoned team members, took something valuable away from the experience. We wouldn’t hesitate to recommend In2action to any company looking for customer experience training.”

- Ed Pyke, Simpson Travel Operations Director

How we do it?

Everything is bespoke to you. We embed your culture and values into the training, allowing the sessions to be highly personal to your business with your internal messaging reflected back to your teams throughout.

Using real life scenarios, examples from your business and interactive activities with a twist - we wow staff teams and arm them with the drive, confidence and competency to deliver exceptional customer experiences.

Why choose In2action training?

•

Training is tailor-made and aligned to your ethos and mission

•

We instigate culture change to drive up standards

•

We are transformational and class-leading

•

Training is memorable and emotive with staff buy in

•

We engage participants with real scenarios and practical techniques

•

We unleash staff potential, improve performance, retention and morale

•

Our delivery is dynamic with a blend of practical, theory and online

Where we do it?

We love working face to face, but we can offer webinar solutions for remote teams too.

We can come to you, or through our parent company, Inspiring Learning, host sessions at one of 11 centres nationwide; each providing a variety of classroom and meeting room environments, plus brilliant opportunities to bring teams together.

Our Process

1. Understanding business DNA At this stage we immerse ourselves in your business, taking the time to understand your products, services, unique selling proposition, your site operations, ambitions, challenges, and team culture. We use a variety of methods to uncover opportunities perhaps never considered and present new ways of working to bring you closer to your goals.

2. Training design Once we’ve fully understood your business needs and have identified opportunities for improvement, our trainers will design a bespoke training programme to address the needs of your team. This tailored approach ensures that operational and cultural challenges unique to your organisation can be properly addressed. Our solutions are designed to have lasting impact and are the catalyst for positive change.

3. Presentation Once we have finalised our proposal, we will present our recommended approach for your thoughts and feedback. This provides an opportunity for us to collaboratively tweak and refine the training plan to suit your requirements and needs, ensuring it fits seamlessly into your operations and business activity day-to-day.

4. Delivery Our expert team will deliver the training programme. Depending on your business needs this might be delivered to the whole team, the management team, or to your trainers with a bespoke ‘train the trainer’ programme.

5. Feedback and monitoring Instigating and inspiring change is one thing, maintaining it is another. Our team is here to support your business’ journey. We can check in on your progress and help your team maintain exceptional service and operations with continued feedback and monitoring visits.

be on a 10 “ ” Motivating yourself and others

Explore how to approach every day with a positive mindset and the ability to inspire yourself and others, making you more aware of your positive attributes and helping you excel in your personal and professional life.

Customer experience - “go ahead and make my day”

Positive communication “mini me”

By tapping into your staff team’s personal experiences, this motivating and dynamic workshop has the power to transform how your staff understand and feel about your customers.

This inspiring workshop brings awareness to your staff of their own personal qualities and contribution, and impact on the wider team.

Sales rapport and upselling - “1% more” What would 1% more look like for your business? This dynamic workshop teaches delegates the fine art of building trust and rapport so your team can engage, sell and upsell to your customers.

Complaint handling “the angry wasp” Give your team the skills to turn customer complaints into positive and constructive feedback. This course will equip your team with practical and usable strategies to resolve complaints and communicate positively to satisfy customers.

Culture shift workshop

Train the trainer

We work with businesses to understand their culture challenges and future ambitions to design bespoke training that transforms their internal team culture. These workshops are interactive, on brand and engage and motivate staff, driving behavioural change in your people.

We will give your team the skills and abilities to train your staff themselves. These workshops provide the underpinning qualities and skills required to deliver top quality training, as well as tips on managing groups, presenting skills and engaging candidates.

Hospitality service “what’s on the menu?”

Focus tends to be on the menu, or the atmosphere in hospitality venues. This is undoubtedly important, but what about the way you make your customers feel and the style of service your teams are providing? Our dynamic workshop brings to life the ‘flavour’ of service you expect your team to provide.

Concierge training “the personal touch” The importance of capturing and remembering information is crucial to providing a personal touch. Teams will learn techniques to deliver a proactive and exceptional service as well as learn how to communicate appropriately and build rapport quickly in your environment.

Customer engagement “wow the crowd”

Resilience and wellbeing “how are you, really?”

The interactive workshop teaches teams how to engage individual family groups and small crowds quickly, providing them with a wide range of engagement tricks and techniques to surprise and delight guests.

Our interactive and reflective personal development workshop provides teams with exercises, techniques, and skills to build resilience, overcome setbacks and look after their own wellbeing as individuals and within a team.

Team leader “lead from the front” We can tailor this training to suit job roles and operations, and modules can be selected based on your needs.

The training is split into five key sections; managing yourself, leading teams, product and standards, customer experience and complaint handling and safety management.

FAA Level 3 Principles of Safeguarding This qualification promotes awareness and sensitivity to safeguarding, enabling learners to be able to identify issues and emphasising the responsibility to ensure that concerns are reported and acted on appropriately.

FAA Level 1 Principles of Safeguarding This qualification provides learners with the knowledge to identify a safeguarding concern, record a disclosure and report to the appropriate person.

Case Study: Customer experience managements with Center Parcs

Center Parcs Luxury forest holiday villages France, UK In2action has been instrumental in the activity provision and training journey of Center Parcs for over a decade, imparting knowledge and skills in activity concepts, design, delivery, and customer service.

Annuall refresh and redesigne

ly hed

ed

“We have engaged In2action in a variety of training projects and from the very first session I attended with the training team, I was completely inspired by the passion, enthusiasm and drive they have for engaging colleagues and transforming our people. We have now worked closely with In2action for over a decade and the quality and consistency of their work cannot be matched.

The training In2action have provided has been instrumental in driving up our standards of delivery and guest experience across our villages and this has been reflected in our guest feedback. They understand our vision and have consistently designed on brand, unique, fun and inspirational workshops that always contain something that surprises and delights us and our colleagues.

Their training delivery is dynamic, engaging and emotive and really transforms the behaviour of our colleagues, buying them in to their impact on our guests and the importance of going above and beyond to deliver the fantastic standards and experiences that our guests expect from Center Parcs.

I wouldn’t hesitate to recommend In2action and we look forward to many more years collaborating on training projects with the In2action team.”

- Heather Perry, Group Leisure Operations Manager, Center Parcs

Re-engaging and Re-invigorating

Following our series of ‘mystery shopper’ visits, customer experience consultancy, and a hugely successful redesign of their activity offering, we began widespread training of Center Parcs staff teams across different functions.

Initially working with large leisure teams within the Center Parcs Villages, we created a bespoke training module to inspire colleagues to deliver activities to the best of their ability and to provide outstanding customer experiences. The impact was transformational and In2action moved on to design and implement an innovative behavioural workshop for new colleagues, initially delivered as a “Train the Trainer” course and now delivered to every new starter within the business. We also supported with the launch of two brand-new Villages, Woburn Forest, and Longford Forest, delivering transformational courses to ensure teams achieved the high standards set by Center Parcs.

More recently in 2021, we supported the identification and training of Center Parcs internal “Super Trainers”, who have been tasked with raising the standards in their departments. In2action mentor these trainers on an ongoing basis to ensure they can deliver their courses to the highest standards, and we have designed monitoring systems to help with their development. Finally, we have designed and delivered a range of bespoke training workshops as required.

Initially face-to-face, training gradually moved online and In2action now provide a blended approach to training, including face-to-face training where appropriate, online webinars, interactive content hosted on the learning platform and videos.

OUTSTANDING CUSTOMER EXPERIENCE

Case Study: Standards management for Go Ape

Outdoor Adventure Parks United Kingdom, United States

Maintaining excellence

“As the customer experience manager for a multi-site national company, I had a vision of where I wanted to elevate our customer experience to. It was quite a daunting prospect thinking about how to implement change and improve behaviour and company culture. I wanted every customer to walk away feeling like we had made a difference to their lives, and that every instructor felt proud of the difference they had made.

In2action have made the whole process stress free. They have taken my vision and helped me to develop a strategy with a multi-layer approach to effect change and create a positive effect within every department in the company.

Feedback from our teams at site, the operations team, the wider management team and our customers has blown me away. Having an external company deliver the training too has been a welcome change in dynamic which has been really well received. From the off, Tim and his team were invested in making sure they spoke our language and delivered training which was relevant to us as a company. They have welcomed the collaboration and encouraged me to have as much input as I wanted, which was really important to me. I feel as if I have known them for a really long time! They understood on day 1 what I was hoping to achieve, and they have been with me every step of the way.”

Sarah Adcock, Customer Experience Manager, Go Ape

Go Ape began work with us at In2action to gather insights from across the industry and create an innovative training and monitoring system to match their outstanding product. Focusing on maintaining their wellknown excellent standards, Go Ape wanted to continually drive their customer experience and ensure they remain the best in the business. We conducted a ‘mystery shopper’ visit to effectively assess the strengths or inconsistencies of the overall product before we initiated our work with them.

We guided the Go Ape co-owners through a newly designed customer journey to ensure they were trained on each stage and could be guaranteed to deliver first-class customer experiences. We also redesigned Go Ape’s learning system and implemented a new online training module, as well as our ‘train the trainer’ module. During this, we provided the qualities and skills required by Go Ape trainers to deliver top quality training to their own teams as well as tips on managing groups, presenting skills and engaging candidates.

We then designed and implemented a monitoring system which meant Go Ape could appropriately maintain this excellence and quality by internal observations. In2action are still working with Go Ape in support of their future business needs, through elevated customer experience and training support.

GET IN TOUCH info@in2action.co.uk +44 (0)1983 200300 www.in2action.co.uk