Performance in People (PiP) is delighted to announce a brand-new development in our training and coaching services with the launch of a CPD-certified Behavioural Measurement Score® (BMS®) e-learning course!
What is the Behavioural Measurement Score®?
Since its development in 2013, BMS® has been adopted by over 100 organisations throughout the UK across multiple industries including retail, automotive, hospitality and financial. BMS® was also the gold-winner of ‘The UK’s Best Customer Experience Measurement’ category at the UK Customer Experience Awards!
BMS® is an objective way of measuring the key behaviours that impact most on the customer experience: Friendly, Enthusiastic, Professional, Interested, Attentive and Helpful. Although process is still important, PiP recognises that process alone does not deliver an excellent customer experience; it is how the customer feels they are treated through demonstrating the right behaviours.
BMS® is used as part of our mystery shopping services and is scored in-house by our CX experts utilising stringent marking criteria and a library of defined characteristics.
What do you learn in the BMS® online course?
Our BMS® e-learning course is designed for customer-facing staff, to take their CX skills to the next level by recognising and demonstrating great behaviours. The online course includes:
- The BMS® theory
- Process vs Behaviour
- BMS® scoring method
- How to achieve top marks
- Examples of great BMS® performance
- Top tips
- Self-reflection
- Activities and quizzes to recognise and understand the behaviours and characteristics
Learn the fundamentals of BMS® for as little as £17.86 per team member
The online fundamentals course takes no longer than 60 minutes to complete and has been CPD certified.
Performance in People has already seen the first 100 delegates complete the BMS® e-learning course and has received some great feedback…
Benefits of e-learning
Over recent years the working and learning world has changed, with more and more people working and learning from home. Organisations are now having to provide more flexibility to their people – and e-learning plays a key role.
There are many advantages to online learning including…
- Reducing cost, and increasing productivity
- Due to its convenience and flexibility, the resources are available from anywhere and at any time.
- You can re-play and re-learn content if you didn’t quite understand it the first time – including re-taking quizzes until you get it right
- Engaging multimedia to satisfy different learning styles (e.g., videos, text, quizzes, imagery etc.)
- It can be rolled out to as many or as few employees as needed at any one time
- E-learning provides consistent and standardised training every time. Each learner goes through the same experience regardless of when and where the course is taken.
- E-learning incorporates tools to make it easy to track and monitor course progression.
Want to find out more?
If you’d like to learn more about the BMS® e-learning course, please contact Jenna Murphy, Head of Training at Performance in People: jennamurphy@performanceinpeople.co.uk
