Allianz Global Assistance develop training programme
Allianz Global Assistance UK is working closely with the Institute of the Motor Industry (IMI) to develop its own customer roadside technician training course.
Based on a three year ‘Continuous Development Programme’ for each technician, the technical training initiative is part of Allianz Global Assistance’s partnership with the IMI.
Back in 2005, Allianz Global Assistance worked in partnership with the IMI to pilot and launch its Automotive Technician Accreditation (ATA) roadside competencies. This latest initiative sees the industry leaders working together again to develop a modular training approach, moving away from renewing existing accreditations.
The programme also aligns with the competencies outlined by the SURVIVE Group. The SURVIVE Group’s Best Practice guidelines are used by all who attend motorists requiring roadside assistance on motorways and dual carriageways, with the aim of improving Health & Safety.
Mike Donley, technical training manager of Allianz Global Assistance UK explained, ‘Our new modular training programme means we can develop a specific skill set, based on the competencies and technical knowledge required to best help customers who request assistance at the roadside. For example, technical knowledge and expertise to diagnose and provide roadside solutions for vehicles with electric and hybrid drivetrains, as well as a high level of professionalism to ensure the technician applies safe working practices and appropriately represents both Allianz Global Assistance and its clients.’
He continued, ‘By working with the IMI, and the industry as a whole, to make these competencies mandatory, Allianz Global Assistance aims to further raise customer service standards and to ensure everyone is equipped to safely handle any situation, efficiently and professionally.’
Each Allianz Global Assistance technician is given a minimum number of training days to complete over each three-year cycle. The courses include an outcome-based assessment, requiring set criteria to be successfully achieved. ‘In addition, IMI Accredited Professionals will be included on the IMI Professional Register, an industry-wide database of professional individuals recognised for maintaining their knowledge, skills and competency.’
All technicians will be issued with an ATA ID card that is appropriate to their level.
Steve Nash, CEO of the IMI said, ‘This new training programme is the latest step in our successful partnership with Allianz Global Assistance, and it continues to demonstrate the company’s commitment to enhancing the technical expertise of its technicians. By creating a Continuous Development Programme, rather than a renewal based training scheme, we can help roadside assistance technicians develop new skills and knowledge to meet the demands of today’s motorists. It’s a win-win as not only does it give technicians the confidence and expertise they need to deliver the best possible service, but it enhances the experience for those needing assistance.’