School for top customer service

GAME LIFTER: The first cohort graduating from the Training For You Customer Service programme celebrated with a special cake. Renée Martin of Parkwood Doors (left), Richard Tidbury of Pirtek, Tutor Diane Paterson, Appliance Repair Care Manager Njela Turia, and ARC staff member Bruce Peterson. PICTURE / KAREN HUGHES

An innovative new training programme has been established to help Whanganui business organisations lift their game in customer service.

Offered by tertiary educator Training For You, the programme is provided free to local employers, as part of a government-funded workplace training initiative.

Throughout Whanganui, many small business operators employ staff for whom customer service is a only a small component of their role. However, increasingly, the success of these businesses is relying on how well those staff relate to people — both internally and externally. The idea for the programme was initially formed when Njela Turia, Managing Director of Appliance Repair Care, approached Training For You.

Over a series of weekly two-hour sessions, the newly-designed programme provides an opportunity to build skill and confidence in customer service. Effective listening skills, assertive communication and handling difficult customers are just a few of the topics that are covered in the complete programme package of 25 hours.

Renee Martin of Parkwood Doors was a member of the first cohort. She came to the programme to address the challenges she faced in dealing with customers over the phone. "Before I did this course I felt very scared to answer the phone because I wouldn't know how to answer [the caller's] questions. Now, I have full confidence in answering the phone."

Richard Tidbury of Pirtek was initially unsure of how the programme would benefit his line of work, but has since realised a new set of skills.
"There are certainly things I've learned on this course that have added to my current skills and experience — such as self-awareness, using empathy, and the importance of responding instead of reacting."

Njela Turia had immediate results for her business.
"Following completion of the training, I've had some great feedback from our staff member Bruce Peterson, and I've even had customers call up to rave about Bruce and request that only he visits their house! So it's a win for us."

An inaugural graduation ceremony was held at the Training For You campus in Ingestre St. The completion of the programme was celebrated with a presentation of certificates and a spectacular cake provided by local cakemaker Stacey's Cakes.

Tutor Diane Paterson is pleased with the start-up programme, and is keen to help more businesses to help their staff to perform at their best.
"Training For You works with employers to tailor programmes to meet workplace needs. We incorporate the employer's workplace documents, processes and tasks so that participants can directly apply the skills they develop."

Diane Paterson is taking enquiries for the next programme: dianep@trainingforyou.co.nz or phone 06 349 0047.