Yodel's new qualification introduced YODEL IS launching a Customer Experience
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Academy to provide its drivers and customer-facing employees with the first recognised customer experience qualification in the industry.
The parcels giant has spent two years developing the bespoke programme with Talent Training (UK) and Derwentside College. One thousand Yodel drivers and service centre staff from across the UK will go through the 12-month programme in its first year, resulting in a Level II Diploma in Customer Excellence in Logistics.
Enrolment has already taken place and induction packs are being sent out this month.
CEO Neil Lloyd said: "The Customer Experience Academy is aimed at supporting drivers and other colleagues to deliver the highest level of customer service. It will provide a benchmark for quality and competency, and provides our clients with reassurance that we hold them and their customers at the very core of our business."
Yodel's network of self employed couriers, owner-drivers and agency partners will be able to complete a 'Lite' version of the programme this year, with plans for the full course to be made available to them from 2014.
"Although the content of the programme is driven by Yodel, we hope it will set a standard for the industry and that the framework will be adopted by other logistics companies," added Lloyd.