Sky invests £5m in bid to improve customer service

Sky Services has started a £5m staff development programme to improve
customer service in its call centre network.

More than 7,000 customer service staff, field technicians and support staff
will attend at least three days of bespoke training next year focusing on
customer service skills.

Kim Lardge, director of HR of Sky Services, believes the investment will
also help the division of BSkyB to recruit and retain staff.

She said, "We’ve talked about putting the customer at the heart of our
business, and to do that we also need to put staff at the heart of our

"Increased staff skills will help drive cultural change. We are
conscious that we need to offer world class customer service and we’re hoping
to achieve this through the people and change development programme."

Sky Services development programme is part of BSkyB’s £50m package of
reforms aimed at improving customer service.

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