Creating pathways to employment is essential for promoting economic inclusion and empowering individuals to build rewarding careers. A key aspect of this is providing people with the core skills that are highly valued by employers. Customer service, in particular, is a transferable competency that is essential across many industries. Mastering these principles opens up a broad range of job opportunities, allowing individuals to excel in various roles and settings.

The WorldHost programme focuses on developing exceptional customer service and plays a pivotal role in enhancing employability. By teaching core principles of customer excellence, it boosts participants’ confidence and prepares them for the workplace.

In this Q&A, Claire McCaughan from Triangle Housing, a member of our Approved Trainer Network, shares her experience of becoming an Approved WorldHost trainer. She also discusses her approach to delivering the WorldHost Principles of Customer Service – Employability programme through employment academies.

What inspired you to get involved with the WorldHost programme, and what has your journey been like as a trainer?

Triangle Housing provides a range of employment support to individuals facing barriers to employment, such as health conditions, disabilities or other challenges. We launched employment academies in partnership with employers to help participants secure meaningful jobs, offering pre-employment and in-work support. As an organisation, we chose to embed the WorldHost programme into our delivery because it offers the best quality customer service content and can be tailored to suit individuals of all abilities.

My journey as a trainer has been really enjoyable. I completed my training in July 2023 and felt fully supported throughout the process. Every resource I received was clearly laid out and easy to follow. As a trainer I have grown in confidence, and I am able to adapt my training to the needs of the group whilst still covering the all the topics of the WorldHost programme.

Can you share some of your most rewarding experiences while delivering this programme?

In each employment academy, I help individuals move closer to securing employment, and the confidence they gain through the WorldHost programme is amazing. I receive a lot of positive feedback and throughout the course participants work in groups, developing a variety of transferable skills. One of the most rewarding aspects is seeing the relationships formed by the end of the programme, thanks to its interactive and engaging content.

What challenges have you encountered in training participants, and how have you addressed them?

I work with people facing barriers to employment which can be challenging at times. However, it is incredibly rewarding to see them engage in the sessions, watch their confidence grow and witness their success as they move closer to securing employment.

What techniques or methods have you found most effective in engaging participants during the sessions?

The structure of the programme itself, starting with visual images, really helps to kickstart the discussion with the group. I use a combination of open, closed and probing questions to reinforce the key points. During group activities, I offer positive praise for the answers participants have already written down, which helps build their confidence and encourages them to expand on the topic.

How do you tailor your approach to accommodate the diverse backgrounds and needs of your participants?

I adapt my sessions to meet the needs of the group. For example, I may assign a task and ask individuals to read, but if a participant has dyslexia or other challenges, I will read aloud or provide additional support. I believe that offering this support enhances understanding of the topic and helps everyone engage more effectively.

What tips would you give to other trainers who are looking to deliver the WorldHost Principles of Customer Service – Employability programme effectively?

• The programme is easy to deliver and caters to all abilities, so adjust your delivery to suit the diverse needs of your participants.
• Take advantage of the programme’s interactive nature to engage participants and reinforce key points.
• Always ask participants for their opinions to improve your delivery and ensure the content resonates with everyone in the group.

How do you measure the success of your training sessions, both for yourself and the participants?

Participant feedback is a great indicator of how they found the programme and helps to highlight the areas they found most beneficial. However, for us the success of the training is ultimately measured by the successful job outcomes achieved during the employment academy.

Can you share any memorable feedback from participants that particularly impacted you?

When sending out certificates to individuals who have successfully completed the WorldHost programme, I often receive thank you emails expressing their gratitude for the support they’ve received. It’s always incredibly rewarding to hear how much of an impact we’ve had on their lives by providing training and support to help them secure gainful employment. It makes my job worthwhile, knowing that the training I deliver makes such a meaningful difference.