CASE STUDY Telford and Wrekin CouncilChallenge Following the results of a mystery customer exercise across Telford and Wrekin Council, the Senior Management Team identified a need for customer service training under the organisational priority of ‘making every contact count. In the past, customer service training would have been delivered as a classroom event at Telford and Wrekin Council and not all teams would have attended. By creating an online training programme, the course content could be made available for all staff and made relevant to as many council services as possible. Solution Creating diverse scenarios and engaging subject matter that all employees would benefit from was key. Producing bite-sized video clips designed to fit into specific sections of each of the c

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