News: Customer Service/Care
Traffic wardens to get customer service training
20 August 2008
Traffic wardens are to undergo customer service training in a bid to improve the profession's image and help motorists.
According to the Daily Telegraph, wardens will attend customer service training seminars to help hone their skills.
Undercover council staff will then follow the parking wardens as they work, asking questions to ensure they are carrying out their customer care duties with politeness and a smile.
The customer service training scheme has been adopted by Lambeth and Westminster councils.
Wardens in Lambeth who do not score well enough on the mystery shopper customer service tests could be fined.
Said Waliur Rahman, operations manager for NCP services, the parking contractor for Westminster council: "Parking officers have had so much negative publicity in the past, we're trying to send out a message to motorists."
Research published by consultants the Hay Group earlier this month urged managers and training directors to use performance management initiatives to keep the right people in the right roles.
