NVQs open new doors for two former nightclub doormen

July 16, 2009 - PRLog -- It certainly is a case of “never too late to start learning” for ex nightclub doormen, Gareth Bland and Lee Holewa, both from Grimsby, who have both achieved a national qualification in customer service, having traded in their overcoats for suits and found new careers as sales executives in the motor industry at Hartwell Ford in Grimsby.

Prior to joining the motor trade, Gareth also played goalkeeper for Louth United as a semi-professional “ten years and ten stone ago” and Lee was a former forklift engineer. The opportunity to train in a new career and develop their ‘people skills’ by doing a National Vocational Qualification (NVQ) in Customer Service, has paid dividends in their roles as Commercial Sales and Used Car Sales Executive respectively.

With new car sales in the UK at their lowest level for over twenty years, ensuring that staff have the skills, commitment and dedication to helping the business perform better is a major priority for Hartwell Grimsby Ford, located on Corporation Road.

The company is working with specialist automotive training provider, Autavis, to give its team the means to develop their skills with the help of Government funded qualifications.

Nick Wright, Managing Director, Autavis which manages the customer service and sales training requirements for Hartwell Group in the UK, said:
“These are unprecedented times for the motor industry so it’s a case of everyone in the dealership having to raise their game even more. In their desire to achieve their NVQs in customer service, Gareth and Lee have become real role models for those in customer facing jobs and it’s great that this is already having a positive impact on the business too.”

Commented Gareth Bland, Commercial Sales Executive, Hartwell Grimsby Ford:

“I chose to do the NVQ in Customer Service as it complements the sales courses I have already done and I’ve learnt a wider range of skills to enable me to deal with all types of customers. It’s really helped me develop as I’m now conscious of listening much more. I now understand the difference between good service and outstanding customer service.”

Echoing Gareth’s comments, Lee Holewa, Used Car Sales Executive, said:
“There are lots of courses that have no formal qualifications but with the NVQ it’s a national benchmark standard so I feel a real sense of achievement. I would certainly like to get more qualifications and I’m already seeing more referrals and repeat business as a result of my training. I know it’s a cliché but the added benefit is that ‘the more I learn the more I will earn’.”

As part of their qualification, Gareth and Lee had to complete a number of different ‘units which covered key areas of customer service, including: understanding the concept of customer service within the organisation and external environment; impression and image building; developing customer relationships and exceeding expectations; and handling problems effectively.

Giving his views on the benefits of national qualifications, Steve Johnson, General Manager of Hartwell Grimsby Ford, commented:
“Keeping people focused on the business is crucial and customer service is right up there at the top of the list. As national qualifications take a period of months to achieve rather than days the focus is sustained longer and therefore the impact is more noticeable than is sometimes the case with a traditional training course.”

Based on a representative sample of 25,000 adults surveyed over the internet, the latest statistics from the Institute of Customer Service have a shown a year-on-year increase in the UK Customer Satisfaction Index (UKCSI)* which is the national measure of customer satisfaction.
Reflecting an increasing upward trend across most sectors and regions, companies seem to be focusing attention on achieving better customer satisfaction. Of the 156 organisations which feature in the UKCSI rankings, two of the top five are in the automotive sector, namely Mazda and RAC, which are listed fourth and fifth respectively.
When asked which country provides the best customer service, respondents ranked the UK at the top of the world.

Ends
News release issued on behalf of Autavis by Blackbird Communications. For further information please contact Stuart Brooks on 01727 899488 or 0780 3153329.
 
Notes to Editors:
*UK Customer Satisfaction Index results - July 2009
http://www.ukcsi.com/Latestresults.aspx

A pioneering approach to delivering learning programmes online has positioned Autavis as one of the leading specialist training companies serving the UK automotive retail sector. Established for over ten years, Autavis works with a wide range of businesses, from multi-billion turnover PLCs to very small private companies and many in between. Its e-learning and multi-media portfolio has been carefully designed with the assistance of experts from a range of automotive industry backgrounds to ensure that candidates benefit from solid, practical techniques and processes which have proven results.
In today’s rapidly evolving marketplace, flexibility is a key factor and Autavis has a sophisticated Learning Management System (LMS) which takes care of all the administration, enabling candidates to learn at their own pace. Autavis has added nationally recognised qualifications to its portfolio, providing businesses with an opportunity to seek funding to help staff achieve National Vocational Qualifications (NVQs) and Vocationally Related Qualifications (VRQs) in customer service and sales. www.autavis.com

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