TJ Awards – Shortlist


Impromptu is delighted to announce that our joint entry with Elior to this year’s prestigious Training Journal Awards, has resulted in us being shortlisted in the Best Customer Service Programme category.

Elior and Impromptu entered the competition with our co-created programme, Leading Client Relationships, which is a fully integrated development programme, designed to support Elior Operations Managers. The Operations Manager role is crucial to Elior’s business success, as the OMs are the key interface between the company and the clients.

Leading Client Relationships is far more than a customer service programme. At its heart is the intention to ensure that every client interaction is first class. In order to achieve this, taking an already great level of client service to make it outstanding, invited a step change, a cultural transformation; that and an innovative learning approach.

The programme, built on the central purpose to increase capability and performance of the OMs along ten Elior specific dimensions of customer service excellence, centered on practical, work-based learning, supported by intensive role play practice, external coaching and internal mentoring. The outcomes have been impressive, with marked increase in skill and confidence of the Operations Managers, directly leading to improved relationships and business performance.

Being short-listed in this highly competitive category, alongside an assembly of illustrious names, is an achievement of which we are extremely proud. Anything more will be a bonus. We wait to find out at the TJ Awards Gala Dinner on 6th December.