Dairy giant putting the customers first

Workers at the Arla Foods Dairy in Stourton have reaffirmed their commitment to customer service, having successfully completed a Level 1 Customer Service course. The group of 10 employees who took part in the day long course, run by Wakefield College’s commercial training arm, Services to Business, included drivers, office managers, assessors and senior managers.

The training focused on improving customer communication skills, the importance of positive body language, creating a professional image, effective telephone techniques and dealing with customer complaints.

Arla Foods Area Admin Manager Rebecca Rouke, said: “To our customers, our drivers are the face of our company, so courses such as the one that Wakefield College ran for us really helps them understand the important role that they play, and the impact they have on Arla’s reputation. Our customers always come first and we are in constant communication with them to gain constructive feedback, enabling us to improve.”

Wakefield College has been absolutely brilliant – we discussed our needs with the staff there and they have helped and supported us from beginning to end. It’s been useful in everyway. The tutor was excellent, tailoring the course to our unique needs and our drivers were keen to implement what they learnt, back in the workplace.”

Stephen Mills, one of Arla’s drivers commented: “My role involves me talking to our customers on a daily basis; this training helps me to continually improve my communications with our customers. It has been mutually beneficial to both myself and to Arla Foods; there’s nothing better than having a good relationship with your customers and the course has really helped with that. My understanding of customer service in general has improved and I’d recommend the course, it’s generic and caters to everybody’s needs.”

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