Customization for Priva staff and partners for global optimization of customer service

Priva is internationally active in horticulture and building automation and has been working with us for a number of years to train both technical and non-technical personnel worldwide in TCP/IP and Ethernet. They are now also allowing their partners to follow this training and a new training is in the starting blocks. We spoke with René Verhaal, team leader Group Technical Support at Priva. 

René: 'I once went looking for a TCP/IP and Ethernet training together with a colleague and found it at Dirksen. After the training we were so enthusiastic that we spoke to the trainer about the possibility of providing this training for our colleagues. We then came into contact with Koen Cuppen and Thijs Groenen from Dirksen and that's how the ball started rolling. 

Training colleagues and partners

Now we offer a TCP/IP training for all our colleagues and our partners. In addition, we have our technical employees from other countries come to the Netherlands once or twice a year to train them further. Staff from England, Germany, France or Switzerland, for example. There have now been two of these training courses. The third has unfortunately been postponed due to corona, but is still planned. 

The reason we have all our staff trained in the Netherlands is first of all for the knowledge. We just don't have enough time to give this training ourselves and have seen that the trainer from Dirksen has a lot of knowledge and can assess our system well. It is also nice that he has an independent opinion in discussions and also guides them. He answers the questions in a pragmatic way. The training is tailor-made and consists of the TCP/IP training with a small part Priva. So they get all the knowledge they need and there is extra depth within the organization. The training includes a lot of practice with our own equipment. The partners also get good training in this way. You notice with both colleagues and partners that they start asking us more specific questions. They now understand how the systems work, that is what you want to achieve with everyone. 

Our colleagues and partners are taking the training well and that leads to great results. In general, we always get positive reactions. If there is any feedback that we can use, we discuss this with Koen and Thijs

Future collaborations

We are currently working with Dirksen to develop a customized online training course aimed at our commercial employees worldwide. The goal is to also give these employees a solid foundation so that they can talk to the customer at a certain level about the services and products that Priva offers. Ultimately, we may also be able to include our partners in this and further expand the collaboration with Dirksen. So far, it has been good. The collaboration is pleasant, everything is handled well, there are short lines and you can switch easily. No major bureaucracy to go through and they are open to your ideas. You really notice that they listen to the customer and think along with them.

We recently had a pilot training in which we noticed that we were going too far with the technique. So we had the training adjusted and are going to test it again. That way you really see that it is not a standard training. It is custom-made. For example, based on the pilot training it turned out that the training will be given by two teachers. In this way there is more interaction, participants with questions are seen more quickly and it can be assessed in time whether it is becoming too technical. Dirksen was able to adjust the training to the company and the background of the participants in a short time. That also gives the participants a familiar feeling and you show that their wishes are being listened to. I think that is a big plus point of our collaboration.'

Customized programs

Also curious about the customization possibilities within your organization? We investigate your specific training needs and translate this into didactic models. In consultation with our training advisor, you determine where, when and how the implementation takes place. We then process this data into a total concept that you and we support. For more information, go to https://www.dirksen.nl/meer-informatie/maatwerk-en-meer or contact our training advisor for a no-obligation consultation:

Koen Cuppen
Training Advisor
kcuppen@dirksen.nl
T 026 – 3 544 640
M 06 – 11 35 45 33