Arla Foods is one of a number of companies who were able to develop the skills of their staff through customer service training.
developing the right skills
The training focused on improving customer communication skills, the importance of positive body language, creating a professional image, effective telephone techniques and dealing with customer complaints.
Arla Foods Area Admin Manager Rebecca Rouke, said: “To our customers, our drivers are the face of our company, so courses such as the one that Wakefield College ran for us really helps them understand the important role that they play, and the impact they have on Arla’s reputation. Our customers always come first and we are in constant communication with them to gain constructive feedback, enabling us to improve.
"Wakefield College has been absolutely brilliant – we discussed our needs with the staff there and they have helped and supported us from beginning to end. It’s been useful in everyway. The tutor was excellent, tailoring the course to our unique needs and our drivers were keen to implement what they learnt, back in the workplace."
Stephen Mills, one of Arla’s drivers commented: “The training has been mutually beneficial to both myself and to Arla Foods; there’s nothing better than having a good relationship with your customers and the course has really helped with that.”
Training was delivered by LCR Skills Network member