This pilot RWC 2015 Event Customer Service Training for Hospitality and Tourism sectors was highly successful. It received very positive and complimentary delegate feedback, exceeded targets, was within budget and developed a model which could be adapted for training in preparation for other significant events in this region and beyond.
Some learning points from the pilot are listed in the table below. We also carefully reflected on other areas including how to reach participants, the information required by Europe and the Skills Funding Agency on the application form, the “Logo Conundrum” (the Catch 22 of logo compliance) and collaborative working. The evaluation report is available in full below.
| Learning Point | Reason |
| Use the event venue or location if possible for the training | It forms an important part of the learning |
| Encourage the event venue or location to positively support and engage with the training | Ultimately the venue or location will benefit from the training and a positive relationship would add value to the programme |
| Encourage accreditation, make it free but not compulsory | To reinforce value to employers and encourage individuals especially those attracting priority sector payments |
| Integrate event resources in to the programme delivery | To acquaint the delegates with the material and demonstrate its usefulness |
| Use networks and multi-media for recruitment | To reach a broad spectrum of potential delegates and reach those with which you do not currently network |
| Mix cohorts from different organisations | For mutual benefit and more interesting discussions |
| Invest time in clarifying the funder’s requirements for paperwork at the outset despite the pressures to start to recruit | In order to minimise irritation to delegates and work load of training organization |
Some interesting facts and figures:
| Participants | 256 | |
|
231 | |
|
16 | |
|
9 | |
| Percentage of target achieved (excluding non-eligible) | 109% | |
| City & Guilds Level 2 taken | 203 | |
| Percentage of delegates undertaking accreditation | 79% | |
| Courses delivered | 14 | |
| Businesses trained | 80 | |
| Businesses with 1 or 2 delegates | 55% | |
| Mean rating of trainers | 97% | |
| Mean rating of overall course | 91% |
Exeter and Heart of Devon Employment and Skills Board and Purple Cloud Consultancy worked well together. Our approach leveraged our capacity to use networks, to quickly formulate the bid for the second tranche of funding and most importantly to access the initial funding opportunity and deliver excellent customer services training to the local hospitality and tourism industry. We would like to work together again!
You can read the complete RWC2015Customer ServiceEvaluation here.
Greater Exeter Skills Partnership 