Home > News > April 2006 > 03-Apr-2006

Customer care training project unveiled

Skills for Logistics, the Sector Skills Council for the freight logistics industries, has unveiled its 'Experience Counts' project.

Supported by the Scottish Executive, the project involves the design and delivery of short learning packages in print and electronic format focusing on customer care.

Skills for Logistics says the project has been specifically aimed at older LGV drivers to enhance the employability of these workers by upskilling core skills such as communication, IT and problem solving.

Chris Campbell, national manager - Scotland at Skills for Logistics, said: "Skills for Logistics latest intelligence indicates that the average age of LGV drivers in Scotland is 49.

"Most drivers in this age group were recruited based on their ability to drive, however as the job is evolving and higher demands are made on IT skills and customer care, training in these areas is vital."

Skills for Logistics says the first stage of the project, the research phase, has been completed. Its aim was to identify companies' customer care requirements and the extent of the skills gaps for drivers aged 50 and over, from a sample group of 40 logistics businesses.

The results will be used to develop a learning package aimed at responding to industry requirements. Once the content for the training has been developed an initial pilot group of 20 LGV drivers in the Perth area will undergo the training before it is rolled out across Scotland in 2007, with plans to upskill a further 150 drivers aged over 50.

Skills for Logistics says priority areas in the learning packages include: completing paperwork correctly and accurately; behaving in a friendly and courteous manner towards customers; demonstrating a good knowledge of company systems and procedures; taking responsibility for solving problems; and working with office and supervisory staff to provide excellent customer care.

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