Sector: Customer Service

Case Study: Customer Service

A busy airport recognised that poor customer service from their security staff was directly affecting their business.
They elected to train all staff to a nationally recognised qualification in Customer Service.
Skills Ladder was asked to source Gov Apprenticeship funding and to manage the roll out of training to all security staff.
Not only has this programme cost the client nothing, but independent research has measured a notable improvement in customer satisfaction.

A major Call Centre handling BT contracted business needed to instil a top  class customer service culture. They already employed their own team of trainers but asked Skills Ladder to partner them to craft a comprehensive programme, from recruitment to the gaining of a full Apprenticeships  in Customer Service.
Skills Ladder was able to use Gov Apprenticeship funding to deliver this whole programme.

A national Trade Association offers a service to members for sourcing and training new recruits. To both formalise this training to provide nationally recognised qualifications, and to save costs, they asked Skills Ladder to recruit the new staff onto their own Agency – to train them for Apprenticeship qualifications and then to supply fully trained staff to members.


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