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At our bakeries, we are very passionate and committed to training all of our staff in the many aspects required to run a successful business. Our philosophy is to hire for attitude and train for skills.
We provide a combination of on-the-job training as well as classroom training. On the job training is essential so staff can learn as they work, get their hands dirty and have a go at new things whilst being buddied with a trained employee. We have internal trainers who do a lot of this training but we also rely on all of our staff to help each other out on an ongoing basis.
At times we send staff away to learn in a practice environment without interruptions. We use outside companies to train our staff in specific skills, including customer service, coffee management, communication, management skills, computers and more.
One area we constantly work at is delivering excellent customer service to our many customers every time they walk into our bakeries. Our goal is to have all customers leave with a smile on their face. To achieve this we train all our staff to follow the Beechworth Bakery Customer Service Standard, which is provided by Productivity Increase Group (PIG). That group also trains our trainers in specific coaching skills, which enable them to follow up with the staff back on the job.
PIG has been working with us for the last 10 years and Tom O’Toole recently said the following:
“We get outside trainers as often we are too close to the action. This training group, Productivity Increase Group (PIG), has one of the best customer service programs I’ve ever seen.
These guys get behind the counter, they find out what we sell and how we do it. They come in and give us a whole new dimension on customer service and we love it.
Our staff love coming to these training courses, they love it. Whether you are selling donuts, washing machines or cars, this is an incredible customer service program.”
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