BEE – the People Programme

Research shows that it’s the “people skills of staff” that really make the difference in making customer satisfied, loyal and committed.

BEE – the People Programme from FitPro is a new approach to customer service training that really works because it coaches your staff in using simple tools to :

• Communicate more personally and effectively
• Engage with customers on a one to one basis
• Create rapport and relationships

The results?

• More satisfied and loyal customers
• Happier and more committed staff
• Reducing staff turnover and improving customer retention

Why The Bee Programme?

The Bee is the most amazing creature in the insect world.

It is know for its industrious and cooperative team work, delivering quality pollen for the benefit of other bees. They are a diligent, clean, hard working insect living harmoniously with other bees. The Bee Programme is based on these natural concepts of nature, bringing individuals together, in order to deliver exceptional customer service as a team, for customers who demand the best in today's competitive world.


So what’s different about BEE?

BEE works by

• Using a “train the trainer” approach to develop your own BEE Coaches
• Giving them all the materials and support they need to deliver the programme
• Using 6 modules delivered in bite size 1 hour chunks, so all staff can attend
• Continuously updating and improving their skills through on site visits and off site training days

BEE Modules

Module 1: Bee Happy
• Attitude of excellence
• Team work
• Self motivation

Module 2: Bee-lieve in yourself
• Personal SWOT
• Identify personal strengths and development opportunities


Module 3: Bee Memorable (1 hour)
• Creating the an amazing first impression
• Being memorable for the right reasons

Module 4: Create the Buzz (1 hour)
• How verbal and non verbal communication impacts the customer experience
• How to build trust and rapport with your customers
• The ‘Queen Bee’ communication technique

Module 5: The Super Bees (1 hour)
• How customer satisfaction isn’t good enough anymore
• Exceeding customer expectations
• Customer service mapping

Module 6: Honey Bee Cool (1 hour)
• Handling customer complaints
• The service recovery
• Staying calm under pressure

BEE Support

Your BEE Support package includes:

• Licence to use all the BEE modules and training aids
• Quarterly on site visits by your BEE trainers to monitor and support your Coaches
• Annual monthly off site Training and Development Away Days for all your Coaches
• Anytime ongoing email and telephone support (during normal office hours) for your BEE Keeper and Coaches from your own BEE Trainer

Contact

For further information contact BEE Master Trainer Lesley Aitken - lesley.a@fitpro.com