Yorkshire-based dealer group Harratts is launching a £175,000 training scheme for its customer-facing staff.
Sixty percent of Harratts’ workers will undertake the training which is aimed at building the company’s reputation for customer service.
Following a pilot scheme among senior managers, Harratts decided to roll out the training for all customer- facing staff and those influencing the customer chain at the group.
The programme, which lasts until June, will see 175 members of the company’s 300-strong workforce receive personal training valued at £1,000 per individual.
Staff will have 15 hours training for three hours per week over a five-week period. Emphasis is placed on putting training into practice and reporting back at the following session.
With training focused on self confidence, which will in turn improve personal and customer relationships, Harratts said it would be impossible to measure the programme’s success.
However, it said if 175 staff improve their self-confidence by just 10%, it would be hugely beneficial.
Shaun Harratt, managing director, said: “In a recession, many are tempted to pull back on investing in their staff, but we are proud to buck that trend and launch our most significant training scheme in our 40-year history.
“We pride ourselves on offering the very best customer service and we also boast a very high retention in staff and customer loyalty. However, while we’re very proud of what we’ve built since our founding in 1966, we are passionate about continually investing in our staff and this latest training underlines this commitment.”
Rob Northfield from training company 2Inspire which designed the programme, said: “In devising this training for Harratts we have focused on core elements that will be of benefit to the individual, such as building confidence, customer service, communications skills and goal setting.
“The company’s commitment to investing in people, rather than just seeking to drive sales is reflected in the holistic nature of the training programme we have created.”