11 October 2012 10:27
Following the success of London 2012, a new customer service training programme has been developed by the sector skills council for hospitality, travel, tourism and passenger transport, People 1st. The programme is designed to "ensure a positive and lasting customer service legacy" from the Games.
Prior to London hosting the Games, The People 1st Training Company worked with businesses and colleges across the UK to train tens of thousands of service sector staff, as well as ambassadors and volunteers for London 2012, using the existing WorldHost customer service programmes for front-line staff.
Building on this success, the new WorldHost Principles of Supervising Customer Service Performance is designed to give managers and supervisors the skills to create a long-lasting customer service culture within their teams.
The programme will teach them why their role is essential to delivering a great customer experience, give them techniques to motivate and coach team members and will also explore actions to take when customer service goes wrong, and how to monitor and measure a team's customer service performance.
Sharon Glancy, managing director of The People 1st Training Company, says, "The widespread enthusiasm and success of the Olympic volunteers shows the impact a co-ordinated and well-trained group of people can have on the reputation of an event, a business and even a whole country.
"Though front-line staff are at the coalface of customer relations, managers and supervisors are vital to providing and reinforcing a framework for a service that runs smoothly. If they understand the value of excellent customer service, and how to coach their team members to deliver it, not only will they maintain and improve service standards in their business – they'll attract new customers too."