TRAINING & IMPROVEMENT
All of Plantec Assist’s staff go through extensive training in the specialism of motorcycle claims.
With a dedicated training centre at Plantec Assist HQ in Southport, all staff are put through an intensive six-week programme of induction. This means they are ready to work efficiently and with the appropriate knowledge after they have completed training.
All First Response staff must be trained to at least CBT level on a motorcycle. It is important that the front line staff who communicate with your policyholders know their bikes inside out and practical experience of riding is valued.
The training centre is used regularly for update and refresher training for staff at all levels in the business.
The technicians who prepare and repair motorcycles are long experienced engineers who are trained to ATA and VBRA standards. Many of them have years of experience in motorcycle dealership workshops and all of their work is guaranteed for 5 years.
A full set of manufacturer specific tools and training updates helps the technicians work on any modern of older motorcycle.
Plantec Assist have a continuous improvement culture throughout the organisation. Customer Service Questionnaires are issued to every policyholder at the end of the service period to gain invaluable customer feedback.
It is great news that so many of our customer questionnaires come back with 10/10 for service levels. However, it is just as important that all comments are reviewed and used to drive further improvement.
Our front line staff – the drivers, technicians and FNOL team – deal with policyholders every day and often recommend process changes or updates based on direct feedback.
This continuous improvement approach contributes to Plantec Assist achieving such high customer service rating.