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Protocol Default Presentation
1. Welcome to Protocol Consultancy Services Academy of Training – Birmingham PRESENTATION TO SECURE TRUST BANK T/AS MONEYWAY Customer Service Apprenticeship Opportunity 3rd March 2011
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4. Our Delivery Model On and Off Job Training with work study plan 6 - 9 months to complete Apprenticeship Monthly assessments and 8 weekly reviews on site Virtual learning environment - Moodle On line portfolio – Mahara Latest QCF units, credit values and guided learning hours Blended learning option tailored to employer requirements
8. Customer Service Level 2 Secure Bank Model (Example) – Based around Job Spec and KPI’s Mandatory Units Level Credits GLH 101 Communicate using customer service language 1 4 30 201 Follow the rules to deliver customer service 2 4 30 Optional Units 203 Give your customers a positive impression of yourself and your organisation 2 5 33 216 Use questioning techniques when delivering customer service 2 4 27 105 Recognise and deal with customer queries, requests and problems 1 5 33 221 Develop customer relationships 2 6 40 Totals 28 193
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13. Net Promoter Score results Number/% Number of customers refusing to score the provider 0 Percentage of customers classed as “Detractors” (0 – 6) 5 % Percentage of customers classed as “Neutral” (7 – 8) 5 % Percentage of customers classed as “Promoters” (9 – 10) 90 %
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15. At Protocol we value the learners voice and opinion. At the end of each session, learners are asked to complete a Training Evaluation Form. The chart above displays their overall satisfaction from the past 6 training sessions of the new QCF Customer Services Level 2 group. Number of Questions Asked
17. Your Responsibility Commit to support the Apprentice Provide development opportunities Assign a mentor/buddy Allow Apprentice time to train Work in partnership with Protocol
18. Our Responsibility Commit to support the Apprentice and Mentor Provide Information, Advice and Guidance and progression Deliver interesting training Work in partnership with Employer Deliver our promises Make a difference
20. Added Value – Why Protocol? Local, Flexible, Credible, Professional Track record in effective and enjoyable delivery Fastrack Sign Up Service and IAG Existing Apprentices looking for opportunities Vacancy Matching Service - processing Measure the impact of our training We also include Equality and Diversity, Safeguarding, & Health and Safety Training for learners and mentors Dedicated Customer Relationship Manager and point of contact – Mary Baxter – phone and e-mail Dedicated tutor/assessor – name contact....... Return on Investment - WE WILL DELIVER!
Private training provider – small but well established team Credible – Built long lasting relationships with employers, see their staff start as apprenticeships and progress onwards Flexible – Work with you to manage your business hours, and objectives Local – we are on your doorstep so can react quickly to your needs Also mention that we can recruit on behalf of the employer
This covers the range of programmes we offer to employers – lead into customer service next slide
Elaborate on each point and explain, customer service leads into next slide in more detail of units
Overview of our Moodle System
Explain what you mean about ethos of customer service – give examples
Example of Units for your business
Results from PCS100 Training Evaluation Form TQS Report Information
Results from PCS100 Training Evaluation Form
Explain the bullets and refer to packs In packs case studies, presentation, units and modules (highlighting units that match) and application form
Explain the bullets and refer to packs In packs case studies, presentation, units and modules (highlighting units that match) and application form
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