Case Study - Skills Support for the Workforce - Esmie Restaurant

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SSW Skills Support for the Workforce - Esmie Restaurant PET-Xi’s Skills Support for the Work Force Programme, funded by European Social Fund and Education and Skills Funding Agency in Partnership with Serco, has been successfully used by Esmie’s Restaurant in Coventry to improve their customer service knowledge and skills. SSW focuses on small and medium sized businesses. PET-Xi is delivering vocational training to meet the needs of both individual employees and the business, in the form of accredited Level 2 IT training, Customer S ­ ervice training and Team Leader courses. The p ­ rogramme develops employees’ expertise and knowledge to improve skills and productivity to the workforce About the business Esmie’s Caribbean Kitchen is a family-run restaurant. The business is inspired by her family’s heritage, the love of food and of good times with family and friends. Situated in Fargo village in Coventry, Emsie’s is part of the Digbeth Dining club who are well known for their street food.

c­ ompleted the 4-day programme with PET-Xi and ­successfully achieved a Level 2 in Customer Service.

The challenge Esmie’s has recently undergone a restructure and new brand profile. When PET-Xi met with their consultant, a training-needs analysis highlighted the improvement of customer service skills for their front of house team. The team had very low confidence and understanding of how to effectively handle customer complaints. Emsie’s wanted to improve the personal development of the team as a means of boosting productivity, which is m ­ aking them a great fit with our programme. The Solution Five of their front of house staff completed a Level 2 Customer Service qualification. This qualification ­provides learners with the knowledge and understanding in customer services for learners who deal or intend to deal with customers daily as part of their job role and is applicable to a variety of work environments. The results Julia works as a waitress at Esmie’s. She enrolled on the programme to improve her customer service skills,

‘I have progressed and gained better understanding of customer service and developed skills in handling customer problems and working effectively as a team. I now understand the importance of interpersonal skills such as listening skills within the team to improve ­effectiveness and productivity’ “In the current financial and political climate, employee development training like our Skills Support for ­programme is invaluable in helping businesses to flourish and grow. Skills growth is supporting employees not only to stay in secure employment but also progress, by gaining more responsibility and improving their earning potential,” explained PET-Xi’s Managing Director Fleur Sexton. “This project is close to my heart. I feel as a business leader that we owe our workforce the chance to develop the skills they need to thrive and progress. As leaders, if we fail in developing our employees, we risk negative outcomes not only for the business but also for wider society, such as increased unemployment and a shrinking economy. Investing in employees brings invaluable skills to a business but also gives staff a sense of belonging and value, leading to improved staff retention and productivity.”


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