t2 business solutions were contacted and asked to draw up a training programme for all client facing staff. The fully tailored customer service training programme needed to incorporate existing issues and anticipate any future ones. The training also needed to be diverse enough to apply to all genres of staff from receptionists through to technicians.
t2’s training team worked closely with Hilary Pugh -Jones, Customer Care Manager, to develop the Creating Exceptional Customer Service training programme. This was run over two days to the teams of receptionists, drivers and service personnel. Due to its success, a further days training has been arranged for the sales staff and service technicians.
David Pugh-Jones, Managing Director of Cardiff & Newport Volkswagen says “we chose t2 business solutions as our provider because we believed they could provide the tailored customer service training and development, to ensure that all our customers will be cared for professionally and competently in a friendly and welcoming manner.
“Since the training – we feel that the approach to customer service is far more uniformed and staff feel more motivated by the investment we’ve shown in them. The fact that the course was fully tailored to us and our problems meant that I knew I wasn’t wasting money on irrelevant, generic training – I knew our problems would be addressed and rectified.”
Rob Marr, t2 Managing Director said “David’s vision was very clear from the beginning which made creating the programme they required much easier. When you have a clear objective to work from – it is very inspiring. We have enjoyed working with Volkswagen on this project, and we hope to work with them even more in the future.”
For further information, visit http://www.t2business.co.uk