Putting the customer at the heart of training: Parking operator Q-Park has developed a training scheme that stresses customer service

摘要

Creating the optimum working environment not only involves providing quality car parks, but ensuring employees are empowered with the knowledge and skills needed to perform well at their job," says Q-Park chief executive Alan Ashbee. "This means educating them to be customer-focused and how to apply core values." When the Dutch-owned Q-Park acquired Universal Parking in 2000, a period of great change followed. This included addressing the way in which employees were trained and what they were trained in. "Transforming Universal into Q-Park presented a great opportunity to formulate and implement a new employee training programme, using existing knowledge from Universal Parking and drawing on new philosophy and experience from The Q-Park Group," says Ashbee.