In-house training proves successful with more satisfied customers

[Nicola Collins]

Staff at VTCT, a leading vocational hair and beauty awarding body have completed one of their own qualifications, Level 3 NVQ in Customer Service, to help improve the level of service they offer to the company’s customers.

Based in Eastleigh, VTCT employs over 40 staff to produce vocational qualifications for over 500 colleges and training providers throughout the UK. VTCT prides itself on a personal and dedicated Customer Service team who are always there to take your call. The Customer Service team were the first to complete the NVQ but since then other members of staff have also completed the vocational qualification including the Marketing manager, the Accreditation officer and Quality Assurance Manager. Even the Senior Management team are in the process of completing the NVQ.

One of VTCT’s core values is to provide every single customer with “exceptional Customer Service” and therefore crucial that all staff have appropriate training to perform this pledge. In undertaking one of their own qualifications, VTCT staff also gain a fuller understanding of a core product, helping staff relate more to their customers.

Chief Executive Stephen Vickers says: “Since introducing the opportunity to participate in the NVQ and other training, several of our key performance indicators and the results from our Customer Survey have improved. We wanted to ensure staff were aware of the process of completing an NVQ as it helps them answer questions that teachers have when they contact us. We are proud to say that our staff are VTCT qualified.”