Duane Hicks
The Valley Adult Learning Association is developing a new curriculum to help improve customer service, but they need help from the public to provide feedback on what they think are important elements of quality service.
VALA wants people to register now for one of two focus group sessions slated for next Thursday (April 26) from 9:30-11 a.m. and Tuesday, May 1 from 5-6:30 p.m.
Coffee and muffins will be provided at the first session; supper at the latter one.
Sign up by calling 274-3553.
VALA co-ordinator Barb Duguay explained that according to the mandate of the Ministry of the University of Training, Colleges and University, and because VALA is an Employment Ontario partner, it has to connect with employers (stakeholders) in the community and stay current with their training programs.
A survey was sent out to 45 local employers asking them how they view “quality service.” VALA would appreciate if employers fill them out and return them.
This will be followed up with a focus group with the employers.
However, VALA also is holding the aforementioned focus groups with consumers to see what they value in quality service, as well as give feedback about service they’ve seen (consumer input will remain
confidential).
The input provided will help VALA develop a Quality Service Training Curriculum to help employers “reach the expectation the consumer is wanting,” noted project consultant Wanda Barker, who is leading the project with 10 years of hands-on customer service experience as manager of the Super 8 Motel here.
Barker said the feedback they receive can be positive or negative—it’s all useful. For example, they can use negative feedback so employers know what they’re doing wrong and change for the better.
VALA instructor Kim Redford said the curriculum will be built around the competencies outlined in the Ontario Adult Literacy Curriculum Framework, which is designed to bring authenticity to VALA’s program.
These competencies include:
•finding and using information;
•communicating ideas and information;
•understanding and using numbers;
•using digital technology;
•managing learning; and
•engaging with others.
The new curriculum will be used here to train people in quality service, helping both the employee and the employer.
Barker noted if someone is looking for a job, they come to VALA and take the quality service program, receiving a certificate indicating they’ve done the training.
“An employer will definitely recognize that this person has taken the initiative to learn what quality service is all about,” she added.
“It’s to their benefit to recognize that on their résumé.”
The new curriculum not only will be used by VALA but shared with other organizations that train people, as well as employers who might want to run it for their own staff.
