Today we want to share a recent and exciting project. The Customer Service Training we have carried out for SSP.
SSP is a leading multinational company, specialising in the management of catering establishments on the road. It has a strong presence in train stations and airports, backed by a heritage that dates back more than 60 years. Today, SSP has 30,000 employees worldwide and serves more than one million customers every day, operating more than 2,100 establishments in more than 250 railway stations and 140 airports in 30 countries.
How to improve customer satisfaction at airports and train stations?
Any type of business, regardless of its sector and the services it offers, has ever wondered how to improve customer satisfaction.
In the case of SSP, this issue is particularly relevant since on-route catering poses two important challenges: a high volume of people who, in addition, usually expect quick attention. But how have you approached improving customer service?
The answer to this question lies in the application of the HIGH FIVE model, developed by SSP, and which, with the collaboration of Psicotec, will focus on promoting and strengthening the skills of managers and service personnel. The ultimate goal is to make customer service a differential value that allows SSP to maintain its leading position in the sector it already occupies.
This program, launched in June 2024, will run during the first half of 2025 with sessions in Madrid, Tenerife, Las Palmas, Lanzarote, Palma de Mallorca, Granada, Seville, Valencia and Alicante in order to reach all the points of contact where the customer is present.
To date, more than 80 people have already participated and this figure is expected to reach 150 participants.
What are the HIGH FIVE?
The HIGH FIVE are the 5 fundamental pillars defined to achieve customer satisfaction and boost the customer experience.
These pillars are based on delivering an exceptional customer experience, which starts with a positive first impact that fosters a genuine connection to deliver personalized service proposals that truly highlight the value of the offer, preventing customers from feeling like they’re just being asked. In short, that each interaction is unique and provides well-being and closeness to travelers.
To follow this path, at Psicotec we have designed a comprehensive methodological approach that ranges from the motivation and attitude of the people in contact with customers, to specific techniques to optimize each interaction with the customer throughout their customer journey.
This approach is based on experiential methodology, which is deployed through simulations, role-playing and practical activities, allowing participants to apply the knowledge acquired in real situations.
To reinforce each of the 5 HIGH FIVE, we have proposed various situations in which we work on critical competencies in order to generate reflection, deep learning and change in customer behavior. Thus, some of the competencies worked on are:
- Positive attitude
- Verbal and non-verbal communication
- Empathy
- Active listening
- Assertiveness
- Persuasion
- Feedback
The Impact of HIGH FIVE on Motivation and Performance
At Psicotec, we are convinced that training sessions not only provide practical tools, but also generate a high level of motivation for the SSP team. This empowerment is crucial to improving your performance and, ultimately, the customer experience. Each participant takes with them a personal action plan to apply in their day-to-day life, which increases the real possibilities of transferring what they have learned to their day-to-day life and thus generate greater customer satisfaction.
Expected results: Increase in the average ticket and loyalty
The impact of this approach translates into tangible benefits for both the company and the customer. The correct implementation of SSP’s HIGH FIVE model in the customer service process contributes to increasing the average ticket and, at the same time, strengthens customer loyalty and satisfaction, fundamental pillars for the success and growth of any organization in the sector.
If each employee puts into practice what they have learned and applies their action plan, the results will be immediate: continuous improvement in customer service, customer satisfaction and, as a consequence, an increase in the average ticket and greater loyalty.
Do you want to take your organization’s Training and Development Plan to the next level? Do you need help designing the best training actions?
From the Talent Development and Training Area of Psicotec we have been designing the best Training and Development Plans for more than 35 years. Always with the utmost rigour and achieving the highest levels of satisfaction. Whatever your development need, at Psicotec we can help you.