The Skills People proposed a series of workshops,which would
also lead to a Welcome Host qualification, a recognised retail
industry qualification. The workshops were based on 'reflective
learning', so staff were able to learn new skills and techniques
using situations based on previous encounters with shoppers. This
helped staff develop a range of 'tools' so
they could better manage conversations with shoppers in the future.
Bluewater was impressed with the interactive approach adopted by
The Skills People which was ideal for instilling
in staff the skills Bluewater desired.
The Skills People also planned a series of short, bespoke health
and safety courses for cleaning staff. These were designed to give
cleaners, the knowledge they required to improve health and safety
practices. The training was closely aligned to the National
Vocational Qualification (NVQ) in Cleaning. This meant that staff
were able to be assessed in the work place, at varying times of the
day, and achieve an NVQ.
To date, more than 120 members of staff have been trained in
customer service and 60 have gone through the health and safety
training leading to an NVQ Level 2 in Cleaning.
The Result? A 60% reduction in complaints, a 30%
reduction in reported accident incidents. There has been a
noticeable increase in staff motivation and demand for
training.
"Knowledge brings
confidence and increases motivation. It also means people are more
employable. The training has been very well received. There's now a
thinking process when people are doing a job - they understand the
reason they are doing it. The delivery [of the training] has been
fantastic, very responsive and professional. When we have had
issues they have been resolved quickly and without fuss."
Seundouss Laroussi, Soft Services Manager,
Bluewater