Customer- facing training
Principle Cleaning Services discusses their in-house training programme SCHOLAR, and outlines how it empowers staff and ensures the company’s culture continues to thrive.
The SCHOLAR programme is a customer service and employee development in-house training programme, which was created to prepare and train customer-facing employees to the highest standards.
Lilia Lamberto, HR and Support Services Director of Principle Cleaning Services, commented: “We developed SCHOLAR after many years of searching for a customer service training programme that was an ideal fit for our business. We had found it difficult to find a course that would allow us to bring our vision to our employees as well as our clients. We needed flexibility in our training so we could adapt it for each employee depending on specific client needs.”
‘Off the shelf’ training packages didn’t really work for the company. Many were, according to Lamberto, not fit for purpose. She commented: “They were not aligned to our business. They often took people off site for days at a time and they didn’t consider that English isn’t the first language for many of our staff. We required a training solution that would work for all our customer-facing employees, regardless of their role or mother tongue.
“SCHOLAR was borne out of frustration: we essentially decided to ‘build it ourselves’.”
The company appointed a training and development lead who had previously worked in the business as a cleaner and had progressed through the company. Along with Mary Jane Flanagan of MJ Inspire, they developed the sessions.
The programme is a modular one, formed by seven different training sessions that enable all employees to develop personally and professionally, expanding their knowledge and recognising their progress, which enhances the levels of service excellence provided to clients on a daily basis. One of its main benefits is that it’s easy to deliver on site and modules are independent of each other, so if a team member doesn’t need training in a particular area, they can omit it.
The seven modules are: • Service Excellence, • Confidence and Communication, • Health and Wellbeing, • Ownership, • Leadership, • Ambassadorial, and • Relationships.
42 | TRAINING, EDUCATION AND TECHNOLOGY “We had found it
difficult to find a course that would allow us to bring our vision to our employees as well as our clients.”
In creating the programme, it was important that the company recognised both the industry and the challenges it often faces such as short shifts, English as a second language, and developing confidence skills.
The SCHOLAR programme creates an opportunity for all employees to develop personally and within their working environment. The content of each session has specific learning outcomes, such as confidence and effective communication, to ensure new subjects are learned and knowledge is transferred.
Service Excellence:
This module focuses on delivering a world-class service and universal service behaviours using attention to detail sessions that can be applied in the workplace.
Confidence and Communication:
This involves ensuring employees are confident in their role as well as effective communicators. Different activities are carried out, creating a dynamic and practical environment in which employees can practice and further develop their confidence.
Health and Wellbeing:
As a responsible organisation, we are very aware of workplace stress and mental health. Awareness of these issues enables employees to be able to identify work-related stress and mental health symptoms. Principle also has its own mental health ambassadors available to all staff.
Ownership:
Employees are educated to be able to deal with complaints and unexpected situations and are able to take ownership of any issues.
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