Issues to resolve

• Training needed to be provided at times both convenient, and able to suit the operational requirements of the Club, when as many as possible new and existing members of their staff team were able to attend.
• Training needed to be very specific and to include a broad mix of topics at the same time, in order to maximise the use of the allocated sessions.
• Ensure that members of staff were trained to the levels commensurate with their job roles and responsibilities whether that be on the "bespoke" training or alternatively, the more formal "accredited" training which we are able to provide through awarding bodies of which PTS is a registered training centre.

Solutions

• After visiting our customer and discussing their exact requirements we created and delivered bespoke training sessions to incorporate combinations of :- Food Safety, Health & Safety, Risk Assessment and Customer Service. The trainers we chose were multi-skilled in their knowledge of all of these topics, in addition to being fully qualified trainers.
• In respect of bringing the training "to life" at times we have also incorporated role plays in to the customer service element of the sessions in order to ensure that all delegates attending were aware of the high level of customer service that the Club wishes to provide to their customers. The role plays also touched on diffusing difficult situations, as things may not always go according to plan but managed properly, can still have a positive outcome for all involved.
• We provided accredited training through the CIEH ( Chartered Institute of Environmental Health ). The majority of which was Level 2 Food Safety training, but key members of staff also undertook Level 3 and Level 4 training additionally. Formal CIEH accredited HACCP training was also provided to our customer.

We understand that favourable customer comments were received even after the first customer service course that we provided for the club, and as well as the implications of customer satisfaction leading to repetitive business, the club is also showing a commitment to fully training and valuing their staff which many customers feedback to us the fact that this leads to greater motivation and staff retention.