Delivering the service our corporate and public sector clients expect requires having the right people in the business. People who are passionate and committed to their customers and know their industry inside-out.
Atlantic Pacific American Express (APX) is one of Australasia’s top travel management companies and a leading player in corporate travel in New Zealand so we need to stay focused on quality.
As a training manager I work with ServiceIQ to help staff complete the National Certificate in Travel (Levels 3 and 4), as well as the National Certificate in Business (First Line Management) for managers and supervisors. I like the access I have to the resources, which make completing NZQA unit standards a fast and efficient process. Though just a part of the range of training we do at APX, ServiceIQ’s nationally recognised qualifications are important to the training mix.
If staff have struggled to grasp a procedure or meaning and, as a result of a training session, they have found understanding – then the results are instant.
As well as recognising trainees for their specialist skills and knowledge, the National Certificate in Travel (Level 4) qualification contributes towards APX’s requirements as an accredited member of the Travel Agents Association of New Zealand (TAANZ) and our ISO9001 quality certification through the International Organisation for Standardisation.
Training is essential to our productivity and to offering great service. It’s also a motivational tool because staff feel they are developing their skills. Training makes people feel valued and cared for and, of course, if they are performing as a result of training, then this will flow on to increased job satisfaction.
We integrate training throughout the business, ensuring staff are always learning and upskilling. People will be given time off other duties to complete training during quieter times, but it is designed to fit around other day-to-day commitments. ServiceIQ’s qualifications complement other internal training and help staff who are looking to strengthen their performance or move up within the organisation.
Generally, people who are motivated to complete qualifications also have the ability to go further, whether that is advancing from a short-haul consultant to a long-haul consultant, being promoted to a team manager or even moving to another department such as sales.
We have a good relationship with ServiceIQ, which has helped in my role as an in-house trainer. With the dedicated contact, both parties [ServiceIQ and APX] have a better understanding of where we want to head in the future.
I rely heavily on the ServiceIQ team to support me in getting the right information in a timely manner, so I can support my trainees in getting through their qualifications as quickly as possible, while also getting on with their jobs.
For more information, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz