Deliver Customer Experience
Training and developing your people should be a key focus for any organisation. As we know, it’s the people that make the real difference to an organisation’s success. It’s important, therefore, to ensure we employ the right training Provider. There are many things to consider when engaging or looking for a suitable Provider, but as a start, here are 5 key things to consider:
If you are engaging a Provider, then, you must ensure that they have the correct associations/affiliations and awarding body credentials for the programmes they are covering.
Experience counts for a lot in training and development, both of the Provider and the Trainers they supply. Take into account their history, experience, and reputation in the industry or topic area they are delivering. Don’t be afraid to ask for references/examples of previous work. (In most cases, the Provider will willingly advertise client feedback publicly on their website, or in promotional literature. These being in the form of testimonials, or testimonies from the delegates.)
Another important factor will be the quality of the Trainers that they employ. The Trainer must have: knowledge in the area being delivered; must be trained or qualified in the topic area (including any membership of the professional Institution / Awarding Body); they must have credible experience in the topic area. In addition, they must have relevant experience of being able to deliver in that topic area, as well as engage with the delegates. Remember, if they give your employees the wrong information, (and they do not know it) – this can have disastrous consequences.
What makes one Provider different/better than the next? In most cases, it will be the product(s) that they can offer. This can include the quality as well as the variety, as well as bespoke courses.
A key product factor may be a particular specialism or delivery of specialist courses/programme. Again, you should ensure that either the Provider, or the Trainer they supply, is accredited or qualified accordingly and that they have a good reputation in this area (e.g. testimonies, pass rate, or evaluation). This will be true of any other specialist course and associated specialist accreditation.
In addition, you may require a good degree of flexibility from your Provider. This can be in the form of global or national reach, including venues, locations and times. Do they run open courses? Alternatively, can they run this in-house to your organisational needs?
Building a good working relationship (or ‘chemistry’) is vitally important. Having a reputable provider, who you can actively work with, lessens the stress of engagement. So, are they willing to look at building a good solid working relationship with you and your organisation?
It’s not just the Provider’s organisation that you need to consider, but also the Trainer delivering the course. Could you see them standing up in front of the Board, or holding a course with operatives? Do they have the correct behaviours you want to see? There have been many good Trainers who have not been able to ‘connect’ with the people and, whilst the product was ideal, the Provider and Trainer had all the correct accreditations and an impressive CV, the connection or ‘chemistry’ wasn’t there.
Defined in many organisations as one of the key USP (Unique Selling Point) or ‘differentiators’, customer service is a very important factor to consider in your choice of a Provider.
Are they able to offer good sound advice and work with you for the long-term, not just this one quick win? Do they provide support as needed? Are the people you speak to or directly deal with, friendly and helpful? Do you feel confident and supported by their approach? All of these, and other questions, you will need answers to, either directly, or through your feelings and intuition.
Find experienced and reputable Providers on Omnibiz. We have verified and certified providers such as Alpha Partners. It prides itself as an organisation that meets and goes beyond the 5 key areas listed above. Alpha Partners has over 20 years experience in the field, and have worked with 100’s of organisations, ranging from major blue-chip through to small organisations. They can design and develop in-house courses to suit your organisational needs. No matter where your organisation is located in the world, Alpha Partners has prime locations and venues across the world.
+234 907 0400 695 firstname.lastname@example.org