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."
