Business Need
Volkswagen's Advanced Apprenticeship Programme is designed to train and develop their apprentices to keep pace with advancing technology and high levels of customer service.
As part of their apprenticeship, every apprentice is encouraged to demonstrate initiative and to contribute his or her own ideas for improving customer service or developing the business.
Volkswagen Group UK have worked in partnership with Outward Bound since 2005 to deliver a programme that helps their apprentices to achieve this objective by:
- Building awareness of their importance in delivering exceptional customer service and the customer’s importance to business and brand
- Taking ownership of their own development
Measurable success
Volkswagen have seen an increase in apprentice retention throughout the duration of their Outward Bound programme.
Analysis also shows that:
- 85% of apprentices improve their customer awareness
- 97% improve their self-confidence and teamworking capability
Sending our apprentices on an Outward Bound course is the most impactful way of getting them to deliver excellent customer service and understand how customers think and respond.
Richard Welch, Aftersales Training and Development Manager, Volkswagen Group
