HAI Certificate Latest: Customer Service and Product Knowledge

The HAI Certificate in Hardware Retail and Merchanting progressed this month, as students completed their Customer Service training and participated in their first live Product Knowledge module (the first of many!). This session, delivered by Keith Scully of Grant Engineering, provided an in-depth exploration of the Heating Sector, offering valuable insights into key industry products and practices.

October explores Customer Service and Heating Sector

This nine-month mentor-based training programme aims to upskill employees in the hardware and building materials sector by offering them practical tools to excel in their roles.

On October 16th students completed their third module – Customer Service – which was delivered by Terry Harmer, a well-known trainer within the sector. In this session Terry led a discussion on customer service, emphasising its importance in retaining customers and improving their overall experience. Attending students identified factors contributing to good or bad customer service experiences. Terry also introduced the concept of the “3 rings of customer service” and stressed the need for creating a customer service handbook for new staff, outlining best practices for handling phone calls and complaints effectively – and how to turn them into opportunities!

At the end of the session, students left with key actions that they can start putting in effect straight away, which they will catalogue in their monthly self-reflection assignments with their mentors.

Following this session, students completed their first live Product Knowledge module, delivered by Keith Scully, Training Manager at Grant Engineering. In this session Keith gave the students an in-depth virtual tour of the company’s boiler models, explaining how condensing boilers work and the importance of a boiler passport for warranty activation. He also mentioned the concept of HVO biofuel as a future replacement for kerosene. He also issued a reminder of the need for proper installation procedures and offers training for installers on servicing heat pumps. This session provided students with key information about the sector to help prepare them for key FAQs they might face from Trade and DIY customers.

The HAI Certificate is recognised for its focus on professional development and is regarded as a vital asset for career progression within the industry. Both participants and employers are enthusiastic about the value this training will bring, equipping staff with the skills and expertise necessary to thrive in today’s competitive market.

With more modules to follow, the certificate programme is set to continue its success in shaping the future leaders of the hardware retail and merchanting industry.

• Basic Instore Finances
• Credit Control
• Stock Control
• Merchandising
• Digital Marketing
• Team-Building and Team-Leading

Coming up next students will be introduced to two modules on Financial Management: Basic Instore Finances and Credit Control, both delivered by Declan Flood, the Credit Coach.

Octabuild Continue Sharing their Product Knowledge 

Just a month into the 2024/25 HAI Certificate in Hardware Retail & Merchanting, we’re pleased to see the momentum building around Octabuild’s Product Knowledge modules. Octabuild and its members — Dulux Paints, Etex Ireland, Glennon Brothers, Grant Engineering, Gyproc, Irish Cement, Kingspan Insulation, and Wavin Ireland — are committed to enhancing industry knowledge and skills through both in-depth modules and exclusive site visits to Octabuild member locations. These experiences offer students hands-on insights into the products and practices driving the sector forward.

Reflecting on Octabuild’s sponsorship of the programme, Declan Conlon, Octabuild Chairperson, remarked, “We’re delighted to see participants already benefiting from this year’s Certificate programme. Through our continued support, Octabuild aims to provide learners with practical, product-specific knowledge that helps foster excellence in hardware and merchanting. The industry is advancing rapidly, and our modules play an essential role in ensuring participants are equipped with the understanding and skills needed to thrive.”

HAI are delighted to be working with Octabuild and its members for the coming months, who will be delivering the following modules:

26th November – Gyproc & Irish Cement: Cement Products

5th December – Grant Engineering: Plumbing Products

14th January – Etex: Roofing Products

12th February – Kingspan: Insulation Products

22nd April – Glennon Brothers: Timber Products

HAI also has other exciting plans with Octabuild and its members, including Site Visits, events, and more! Watch this space for more details!

Have any queries? Contact aoife@hardwaressociation.ie