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Training to achieve service excellence

"New Apprenticeships (now Australian Apprenticeships) demonstrate to young people that the company is committed to them and it gives them a sense of ownership of their own careers."

Mary Waters, Human Resource Manager, Mobile Phone Centre, Franklin Street, Adelaide, SA.

In an attempt to improve customer service levels, Mobile Phone Centre recently introduced a company-wide standard of service and professionalism. It is expected that this standard will not only be maintained, but exceeded by all staff.

So far the policy seems to be paying off and the company has taken on 12 New Apprentices in reaction to an increase in business, and this brings the total number of staff to 48.

"New Apprenticeships training helps us to develop the skills our new employees need to achieve the company standard for service excellence," says Mary Waters.

There are currently ten trainees completing a Certificate in Retail Operations level three, and a further two trainees completing the Office Administration Certificate at levels three and four respectively.

Trainee ages range from school-leaver to early-30s and provided they meet the selection criteria age does not matter to Mobile Phone Centre. All trainees are sourced from the local New Apprenticeships Centre, and are chosen for showing enthusiasm and a positive attitude, rather than just having previous work experience. Mary says, "the New Apprentices must have a strong desire and commitment to making a career dealing with customers, and must be totally service oriented."

At Mobile Phone Centre there is an induction meeting designed to motivate and train the trainees. There is more than just a job at Mobile Phone Centre, there is a career. Says Mary, "If the New Apprentices want to become managers or even the new C.E.O, we will assist them to achieve their goals. All they need is the right attitude and skills."

Based on the success of the current trainees they plan to employ a further 20 next year. For Mobile Phone Centre New Apprentices are an integral part of the staffing requirements to meet future expansion plans.

 

the following information is required for metadata purposes, please ignore. [title]Training to achieve service excellence[/title] [summary]

"New Apprenticeships (now Australian Apprenticeships) demonstrate to young people that the company is committed to them and it gives them a sense of ownership of their own careers."

Mary Waters, Human Resource Manager, Mobile Phone Centre, Franklin Street, Adelaide, SA.

In an attempt to improve customer service levels, Mobile Phone Centre recently introduced a company-wide standard of service and professionalism. It is expected that this standard will not only be maintained, but exceeded by all staff.

So far the policy seems to be paying off and the company has taken on 12 New Apprentices in reaction to an increase in business, and this brings the total number of staff to 48.

"New Apprenticeships training helps us to develop the skills our new employees need to achieve the company standard for service excellence," says Mary Waters.

There are currently ten trainees completing a Certificate in Retail Operations level three, and a further two trainees completing the Office Administration Certificate at levels three and four respectively.

Trainee ages range from school-leaver to early-30s and provided they meet the selection criteria age does not matter to Mobile Phone Centre. All trainees are sourced from the local New Apprenticeships Centre, and are chosen for showing enthusiasm and a positive attitude, rather than just having previous work experience. Mary says, "the New Apprentices must have a strong desire and commitment to making a career dealing with customers, and must be totally service oriented."

At Mobile Phone Centre there is an induction meeting designed to motivate and train the trainees. There is more than just a job at Mobile Phone Centre, there is a career. Says Mary, "If the New Apprentices want to become managers or even the new C.E.O, we will assist them to achieve their goals. All they need is the right attitude and skills."

Based on the success of the current trainees they plan to employ a further 20 next year. For Mobile Phone Centre New Apprentices are an integral part of the staffing requirements to meet future expansion plans.

 

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