For Reynolds Diplomat Coaches training was key in move towards Best Value contracts
“The key to providing good customer service is to recognize each individual staff member for the qualities they have and then to invest in them with guidance and training. This will help them learn and put into practice both the operating procedures and the interpersonal skills that customers increasingly demand”. *Sue Reynolds, Proprietor, Reynolds Diplomat Coaches. Sue could see the obvious benefits of training for her drivers when it came to issues such as health and safety and dealing with emergencies. The question was how NVQs would deliver the service quality improvements she required. The Solution: An exploratory discussion was arranged with Simon Collier, Director of M2 Training. He explained how the training covers a range of service issues such as ‘Helping passengers with special needs’ and ‘Providing a professional service’. Following that discussion, Sue decided to put all seventeen of her drivers forward for the Level 2 NVQ. Full Train to Gain funding was confirmed by M2 Training which managed the project from start to finish. The training and assessments were scheduled in such a way that the caused minimal disruption to the working day. Operations Manager Chris Barker saw other business benefits to training their drivers. “Skills training won’t only help the company expand its business by providing customer focused skills, but will also help staff retention, and thereby contain operating costs.” *Chris Barker, Operations Manager, Reynolds Diplomat Coaches. The Result: This attention to staff training resulted in Reynolds Diplomat Coaches winning an Industry Training Award from North Hertfordshire College for Recognising & Rewarding Loyal & Quality Service. Case studies
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The Challenge: