A FOUR-month training programme in the run up to the new Tyne Tunnel opening helped improve customer satisfaction with the company behind it.
TT2 Ltd, the organisation in charge of both tunnels, appointed B-Skill to help deal with complaints and customer interaction as work neared an end on the construction of the tunnel.
Handling any complaints has become easier for 45 TT2 employees that graduated from B-Skill’s customer care programme, with 16 achieving a qualification in team leadership.
Paul Myers, HR manager for TT2 Ltd, said: “We are committed to staff training and development as this is critical to the safe and efficient running of both Tyne Tunnels.
“We needed two programmes tailored to our unique requirements and delivery was not to cause any disruption.
“B-Skill’s trainer Christine Hunton came in at the start of the process and had a full induction with TT2.
“Not only do we now have a more highly skilled and qualified workforce, our staff have been empowered by their new qualifications and feel much more motivated.”
Andrea Aylwin, national adult and commercial manager at B-Skill, added: “The fact that TT2 Ltd has reported an increase in customer satisfaction is hugely pleasing and testament to the efforts of everyone involved.”