Goscor Gossip September 2017
Training Centre to boost customer service
Industrial warehousing equipment solutions provider Goscor Lift Truck Company (GLTC), part of the Goscor Group, is ensuring it can offer its customers the lowest total cost of ownership with the launch of its new Training Centre at the beginning of September.
The Training Centre represents not only a significant investment on the part of GLTC, but will also boost the presence of the Goscor brand in the industry, affirming its position as the leading warehousing equipment solutions provider, Director Anthony Fouché highlights.
Managing Director Darryl Shafto explains that the success of GLTC to date has been built on its superior aftersales service. “The integration of the Sales and Service Departments has been paramount in ensuring we deliver on our promise of the lowest total cost of ownership. The Training Centre is testament to this, and will certainly continue to differentiate us from our competitors.”
The establishment of the Training Centre has been overseen by recently-appointed Service Manager Lex Winson, who has 19 years’ experience in the local forklift industry. It represents the latest development at GLTC, following its Call Centre and the reorganisation of the Service Department to include new features such as a Pre-Delivery Inspection (PDI) area in the workshop facility.
The Training Centre aims to provide for skills improvement, refresher training, and continuous product upgrade training. “Technology changes often require new programming, and we aim to familiarise our technicians with this in the workshop even before a forklift is delivered. Thus when they are out in the field on a service response call, they know how to diagnose and programme the equipment,” Winson explains.
“We need to ensure that our skill levels are top-class at all times,” Winson adds. This not only means offering refresher courses, but training new technicians as well. Such training encompasses an introduction to GLTC, and its full internal combustion (IC) and electric machine product range. “This will give us a good understanding of the technician’s capability, and where this needs to be developed further.”
Even the administration and sales departments will be exposed to basic forklift overview courses at the Training Centre. “When a job is costed or a technical report is submitted, they will then be able to ask general questions in order to drill down to the problem or solution that is required.” Management, too, will undergoing training in order to uplift their skills.
The Training Centre will operate nationally, accommodating GLTC personnel from around the country on a yearly roster basis. Technicians will be classified into A, B, and C categories according to their skill levels and requirements. The training will be provided by a factory-certified trainer well-versed in the latest trends and developments.
“Customers will have peace of mind that all of our technicians have the most up-to-date and relevant training in order to be able to attend to their specific requirements and applications. This will not only ensure that we offer a world-class aftermarket and product support service, but it will allow our customers to benefit from the lowest total cost of ownership,” Winson concludes.