What we do:
- Vocational Quality Assurers Training
- Training the Trainer
- Talent Management
Our organisation is specialised in Training:-
- NVQF centre managers
- Vocational Quality Assurers and Verifiers
- Qualification Development
- Leadership & Management Development
- Developing Competencies to meet business objectives
- Change & Process Management
- Entrepreneurship training
How we do it:
- Online training
- Customise in-house Training
- Providing Continuous Professional Development Training for Quality Assurance Assessors and Quality Assurance Managers.
- Customer Service Training.
As service providers we use the following characteristics as a checklist.
Attitude towards Client/Candidates
- Enjoy Helping People
This is what service provision is really all about, helping people meet their needs and solve their problems. We see problems as opportunities for being of service to others. Client quickly respond to this type of service since it is easy for them to recognise such service provision as ready, able and eager to serve them.
- Handle People Well
In addition to knowing the technical parts of our job well, as quality service providers we also know how to handle people. We consider this part of our job just as important as the technical side, and maybe even more so. We understand that sometimes client are just as interested in HOW things were done for them, as they are in WHAT was done. That’s why quality service providers are empathetic. We are sensitive to the needs and wants of other people and know how to handle people in a wide variety of situations.
- Care for our Client/Candidates
Watching out for our client’ safety and welfare is one on of the areas of effective service provision we make every attempt to achieve. We make sure the areas where client are going to visit are clean, safe and comfortable. We keep careful watch over ANYTHING that will make it more convenient for our client to do business with us. Good service providers make sure every part of the transaction is set up not just for company’s convenience but with the customer in mind, we make every attempt possible to achieve a high standard of Care for our client.
- Give Fair and Equal Treatment to All
Quality service gives the same attention, care and concern to all the client regardless of their age, race, religion, ethnic background, sexual preference or sex. All client must be treated fairly and particular attention must be paid to people with special needs, for example people with disability, language barriers and ethnic/cultural differences. We ensure all attempts are made, all staff (internal, external, paid and voluntary) are trained to achieve a high level of awareness of diversity and individual need.
- Never Misuse Job “Authority”.
Providing a service is often frustrating and stressful. The temptation to use the “authority” as service providers to “punish” client must be avoided. It would be easy to make client wait unduly, to request that they come back another time and cause inconvenience, to withdraw services and procure further misery. Effective service providers resist the temptation to get even with client who may upset them. It is sometimes unavoidable that the answer has to be ‘NO’, but it must be delivered with honesty and without pleasure. We ensure all front-line staff are trained in dealing with difficult situations and client in a professional manner and with dignity.
Skills in Dealing with Client/Candidates.
- Have Reasonable Knowledge About the Service
In every service there is need for a certain amount of technical knowledge. Good service providers know their job and know what the company does. It is service providers’ responsibility and not the client’ to know when, what, where, how and who. Good service providers keep their staff up to date of any changes in the service and in the needs of their client. All the members of our team have had screening, skill audits and receive support with their Continuous Plan for Development. We ensure to consult and inform all staff with company plans for continuous development.
- Reassure People About the Service
A lot of client has had some form of bad service experience. In some cases they may approach a service provider expecting to be badly treated, ‘yet again’, ready to fight. Quality service providers are aware of this syndrome and take time to assure client that they will do their best to provide as good a service as possible. This means that all that can be done within the confines of time, money and capabilities of the company will be done to assure satisfaction. This honesty often avoids future misunderstanding and raised expectations. We have a clear policy of total honesty with our client. We attempt to be aware of our limitations and refer client as and when relevant and necessary.
- Communicate Effectively
All quality service transactions are based on good communication. A good service provider ensures all staff are trained in effective and assertive communication and good listening skills. Good service providers are able to: –
- Always use courtesy – whatever our personal circumstances maybe. Staff must be able to offer courteous language and manner, even when dealing with difficult situations and irate client. Quality service providers are also courteous to their colleagues, believing that courtesy is contagious.
- Read and write clearly and accurately. Staff who can not read instructions can not offer clear information. All staff must be trained in good reading, writing and necessary key-board/ICT skills.
- Use Telephone Effectively. Staff must be aware that although more and more business transactions are carried out on the phone, it is a limiting form of communication with its own special problems. Taking and leaving messages must be made with special care to avoid misunderstandings.
- Client must be informed at all times and not left wondering. ‘What is happening now?’, ‘What comes next?’, ‘What is the delay?’, The answers to those questions given voluntarily, pleasantly and with honesty helps make the service provision pleasant and anxiety free for the customer.
All our staff receive initial screening, skills audit and have a CPD. We ensure all front-line workers receive “Listening Skills”, Communication Styles & Assertiveness” and all relevant ICT development.
Refer People When Necessary
Particularly in the public sector staff must be aware that part of being honest is to know when they cannot help their client. Good quality service is also about maximising the use of all complementing services and knowing when and where to refer client. This service must not be used as a form of “fobbing off” but a genuine desire to fill the needs of the client. We consistently liase, build links and partnerships with, communicate and refer people to all complementing agencies.
Coping with Client Problems
- Stay Calm in Crisis
One of the most rewarding traits of quality services is the ability to remain calm during crisis. It is one of the outstanding features of Assertive Communication. Effective service provision must be reliant on providers’ continuing calm in the encounter with crisis, raised voices, verbal threats and upset client. Our front line staff have been trained to become aware of the need to keep a calm, professional but assertive front during crisis.
- Take a Positive Approach to Complaints
Complaints are often points of learning for all service providers. They are opportunities for improvement. With that understanding, good service providers see complaints as normal and useful part of service provision. Staff must be trained not to take complaints personally and deal with them quickly and effectively. Quality service does mean never receiving complaints, but taking a positive, helpful and problem solving approach to them. Complaints do not always have to end to the full satisfaction of the customer but handled effectively they help make for better customer relations.
Quality Assurance in Staff and Candidate/Customer Training
- Ensure Good Quality Assessment of Training/Development Needs
Trained and competent staff must carry out all assessment of training and development needs. All staff and candidates must be given the opportunity to self-assess. After the self-assessment a formal form must be filled with their history of education, training and experience. All information for their continued development must be made available.
- Accredited and Accredit-able Training
All training must either meet relevant national criteria, staff/candidate individual development need or the needs of service delivery. In all cases all effort must be made to ensure that qualifications gained can be used to prove competencies in any future/further accredited training outlined in staff/candidate’s continuous plan for development.
- Staff/Candidate Tracking
All training must be carefully recorded and a close watch kept on the continued development of staff/candidates. All information for further development must be made available and all necessary support offered.
- NVQ /QCF Quality and Consistency
All Tutors, Trainers, Mentors and Assessors must meet on a regular basis to ensure consistency and quality of training. The Internal Verifier must facilitate these meetings in order to inform and support the relevancy of the training to the national criteria.
The Training Policy, Assessors’ Quality Assurance Procedures and Internal Verifier’s Quality Assurance Policy must be adhered to.