Leicestershire-based printers Taylor Bloxham has embarked on a new customer service training programme which, with assistance from the BPIF, will lead to all those undertaking the training gaining a Customer Service NVQ Level 2 qualification.

The new customer service training programme is being undertaken by members of Taylor Bloxham's staff (including subsidiary companies C&R and FastAnt), from shop floor to senior management, to strengthen the philosophy within the company that overall customer satisfaction is the responsibility of everyone within the business process.   

Taylor Bloxham's HR Manager Louise Wilby explained "We have a reputation of providing a first-class customer service experience, with a service philosophy which is ingrained throughout the organisation. This is such a significant area of our business that needs to be continually reviewed and developed.  The training will reinforce the importance of customer service at all levels of the business and improve delivery of customer satisfaction through improved communication and team working. Personal development is extremely important to us and any training had to be relevant to the individual, the business and the industry."  

The course is very inter-active with staff undertaking elements such as team building and events. It allows issues to be brought to the table and resolutions proposed to resolve the problems. The programme will end with staff making presentations to the board.

"The training programme has generated a lot of talk within the company and everyone is very enthusiastic about it," she said.

"It's a very progressive programme they are undertaking which is covering all aspects of Taylor Bloxham's business. The three main aspects covered are Teamwork, Communication and Understanding & Respect, all of which will lead to the delivery of a Customer Service qualification" said the BPIF's Head of Training Kay Smith, who is responsible for delivering the training programme.

Kay said all projects within the training programme had been signed off and supported by the Taylor Bloxham board, underlining the firm's commitment.

"They are a nice company to work with, and we have been able to go in and not only deliver a training programme but also help deliver the funding to support it as well," revealed Kay.

The next stage of the development programme will see a further 30 staff undertake the training programme in September this year. Further development could see staff embarking on an NVQ Level 3 training module and also a Management Development course.

Recognised as one of the largest independent lithographic printers in the UK, Taylor Bloxham has a history that spans over 70 years, during which time it has built up a reputation for high-quality print. Taylor Bloxham, together with its subsidiaries C&R Printing Services and FastAnt Marketing Materials Management, provide design, pre-press, litho and digital printing, finishing, Point of Sale, direct mail and logistics services to its extensive client listing.