Workshops were designed to engender customer trust. The tailored training was delivered at DaimlerChrysler over 3 days split over a month period. The workshops included learning on company orientation, products, selling proposition methods, processes and procedures. Training was delivered over a 3-month period with time between each workshop to embed learning in the workplace. 

Major retail chain partnership, Comet Case Study: 

Over a 6 year period Grosvenor trained over 1,000 delegates taken from Comet HQ and retail outlets nationwide.

The relationship started by providing support trainers to extend the in-house team of professionals in the HR department. The courses were developed by Comet and Grosvenor trainers followed a detailed outline and delivery style as instructed by the client. In many cases, some of the programmes involved two trainers working together, one from Comet HR and one from Grosvenor.

The Comet training strategy grew considerably and with new stores opening and new marketing agendas the increasing number of courses available meant that Comet called upon Grosvenor to not only lead the training delivery but to administer suites of training programmes on their behalf.

 “based on our experience working with American Express and Lombard and subsequently our partnerships with the BVRLA and bca, Comet felt comfortable with our ability to provide a a seamless service as an extension to the HR department within,’ commented operational director Joanne Bridger. Courses delivered and developed

Administration involved:

• Booking of trainers and venues including internal and external locations

• Scheduling of courses

• Booking of delegates and co-ordinating cancellations onto alternative courses

• Production of joining instructions

• Dealing with the full range of staff from office based to in the stores

• Production of detailed monthly reports included courses run, delegates that have attended, cancellations and their destinations, analysis of evaluation results, analysis of costs against budget

Delegate Feedback:

• Excellent, very enjoyable and informative

• Good mix of practical and theory, everyone in the group was involved and participated well, no one felt left out

• Fabulous course, far exceeded my expectations. Very thought provoking and realistic. I look forward to taking the skills back to the workplace

• Fantastic course, wished I had attended years ago

• At no point in this course was I bored or uninterested. The balance between practical and theory was spot on

• Enjoyed the course and found that there are things in there I can take back to work and implement straight away

• Superb 2 day course – going in to the town and talking to the locals and observing their responses was a real eye opener

• The courses makes you look at yourself in a different light and puts you back on track.

To find out how Grosvenor Training can help your business please call +44 (0)1825 749390 or e-mail info@grosvenortraining.co.uk Examples of outsource training partners:

New and existing staff at all levels of the company up to the Managing Director jointly attended the programme and this worked well to integrate staff together, improving teamwork, communication and generating an improved customer service focus throughout the business. Andrew Hobden, an Account Executive said “although I have been in the industry for almost 10 years now I still found the training extremely beneficial and often refer to my BVRLA guide for assistance.”

Judith Howard, HR Manager, said “getting people to understand the business and the industry in which we operate has been critical in retaining and developing our relationships with customers. In addition, staff learnt from each other’s experiences which have improved the consistency of knowledge in the business as well as developing internal networks thus helping to improve our business and create a competitive differentiation”.

Staff were enthusiastic about the fact that the training was tailored to the industry needs. Mark Stubbs, a Fleet Maintenance Controller said ‘“I feel that the BVRLA gave me an invaluable insight into the Fleet World. Without this knowledge, I would have just been carrying out a role within the industry without an insight into the ‘bigger picture’. VAT, taxation, rental construction, underwriting, etc. There is only one way to gain an overview of these subjects in such a short time, and this is it. The training was put across with such a modern approach, that even those with little interest in the subject could not help but learn from the Instructor."

Staff received BVRLA certificates at the end of the programme. BVRLA supports quality training as part of their drive to improve standards across the industry sector.

Taking Responsibility for Customer Service
ING Car Lease has just completed an extensive internal industry knowledge training programme. The main objective for the training was to equip staff at all levels with industry understanding about customer needs for contract hire, leasing and rental. At the same time the company also received the IiP (Investors in People) award last year and Nikki Bradshaw, HR Manager says, “The achievement of the standard demonstrates our commitment to our staff, their development and our future growth."

Grosvenor Training, accredited by BVRLA, provided a six-month technical training programme. There were three specific levels of training to cover all levels of staff. The programme included information about the various financial products, and tax/VAT implications.

Working together with senior management the company specified and developed the training with Grosvenor. The programme was provided in response to a need identified through an internal Training needs analysis, which highlighted a need for improved industry awareness.

The training was measured through feedback questionnaires, Personal Development plans (PDP’s) and the ongoing appraisal process. ING Car Lease has implemented PDPs across all of the company, which enables individuals to agree their personal development objectives with their managers. The programme has been followed up through the PDP process and the feedback received so far indicates that individuals feel more confident to problem solve and are able to give more detailed support to customers as a result of their improved industry knowledge. ‘Staff feel more able to take responsibility and ownership of customer interaction giving the opportunity to further improve service levels’. Says Nikki Bradshaw.

ING Car Lease provides customised packages for each customer, who can encompass a full range of services, from intrinsic funding and fleet management to fully outsourced driver contact arrangements including vehicle insurance, risk management and rental services. Since it was established in the 1970’s ING Car Lease has become one of the leading full service vehicle leasing companies in Europe. Ian Tilbrook, Managing Director says ‘ING Car Lease in the UK runs a fleet of around 12,000 vehicles, the vast majority of which are supplied to major blue chip companies under a variety of lease and management structures. Outstanding customer service is crucial to retention and loyalty and ING Car Lease are committed to developing long term and transparent business relationships with all our customers. Our internal staff’s industry knowledge and self confidence is essential in achieving this’.

Grosvenor Training, accredited by BVRLA, provided a six-month technical training programme. There were three specific levels of training to cover all levels of staff. The programme included information about the various financial products, and tax/VAT implications. Working together with senior management the company specified and developed the training with Grosvenor. The programme was provided in response to a need identified through an internal Training needs analysis, which highlighted a need for improved industry awareness. The training was measured through feedback questionnaires, Personal Development plans (PDP’s) and the ongoing appraisal process. ING Car Lease has implemented PDPs across all of the company, which enables individuals to agree their personal development objectives with their managers. The programme has been followed up through the PDP process and the feedback received so far indicates that individuals feel more confident to problem solve and are able to give more detailed support to customers as a result of their improved industry knowledge. ‘Staff feel more able to take responsibility and ownership of customer interaction giving the opportunity to further improve service levels’. Says Nikki Bradshaw.