United Utilities - November 2009
Essential have completed training with United Utilities offices in
United Utilities approached Essential in August 2008 asking for support with customer service training and management training.
United Utilities had recently brought in a new customer and service charter “Customer at the heart” and training had been given on the charter across the organisation, but it had been welcomed in some departments more than others.
Essential discussed the training needs for each department and identified that the NVQ programmes would be able to assist in the embedding of the new customer focused culture.
Assessors were briefed on the charter and directed to have a coaching style of assessment to ensure that the new charter was understood and performance demonstrated this.
Stephanie Rourke Connections Enquiries Manager says “Essential have been extremely supportive in understanding our new customer focus drive and reinforcing our key messages to staff. Performance has improved across the board and our customer service targets are higher than ever. We are talking to Essential about further training – including assisting in the induction of customer care training to new staff and further management training for our key decision makers”
Below are some comments from learners who have taken part in the programmes:
“I've found this NVQ programme very helpful and it made me feel more confident in what I do. Audrey has been really supportive and a great assessor, thank you.”
“Audrey has been excellent and professional throughout. Really enjoyed the whole process.”
“Audrey was a great assessor who supported me in my progress and completion.”
“Colin was very professional & was discreet in my working environment. It is evident that he is a professional gentleman & has an understanding of management protocol. It has been a pleasure dealing & working with Colin.”
“I have really enjoyed the experience, it was quite painless! I have been well supported both by Colin and my colleagues.”
“The programme has been extremely useful and provided relevant information and guideline.”