Johnson Cleaners are the UK’s leading dry cleaner and have an impressive heritage of around 200 years. With expertise in specialist garment cleaning, including wedding dresses, suedes & leathers and motorbike leathers, we are proud to be working as their Apprenticeship Training provider.
They currently have 4 Customer Service Administrators on the Customer Service Apprenticeship Training Course. We asked Johnsons’ HR Director, Rebecca Morgan about how the Apprenticeship Training Programme is helping their staff and organisation improve in providing high levels of customer service.
How is the Customer Service Apprenticeship Program helping your staff progress within your organisation?
The course has definitely given them a taste for learning with one wanting to progress to the next level of Customer Service and the employee now in Finance and HR wants to start a HR Apprenticeship. They have all taken a pride in their learning and are aiming to progress with the Company.
What benefits has the training had on your organisation since the start of the Customer Service Apprenticeship Program?
The website had received a score on our annual customer survey that was somewhat disappointing as the customer service team thought that they had provided a good service. The training highlighted areas that could be improved and gave them the skills to demonstrate a higher level of service which I am pleased to confirm resulted in the website having the most improved score in last year’s customer survey.
How have your employees benefitted from the apprenticeship training?
The staff have demonstrated increased confidence and job satisfaction, they work better with other departments too, showing assertiveness and professionalism.
What made you choose NTG Training over other apprenticeship training providers?
NTG are extremely professional and flexible, they have been very helpful and have tailored the training to fit the needs of the Company and the learner.
How is the training delivered and how does this fit around your business and the apprenticeship’s existing workloads?
The training is delivered through regular on-site visits but the trainer would often see staff individually so not all members of the team were absent at the same time. Staff spent time in other departments with job shadowing and used the wide range of on-line learning signposted and provided by NTG. It isn’t easy to fit in training, but it has been worth it.
What would you say to another organisation considering upskilling their staff with this apprenticeship training program?
Whilst the investment in time is often difficult to measure and there will inevitably be some disruption to the working day, the benefits we have seen have far outweighed the intrinsic costs. Staff are more confident and professional in dealing with our customers and have developed a taste for on-going personal development that can only be an advantage for them and the Company.