Tuesday, 31 January 2017

Bespoke Customer Service Training

The Park is a secret huddle of distinctively chic, self-catering homes, hidden in a tranquil valley garden, mere moments from a stunning beach on the north Cornwall coast. Every home is unique, with lush interiors and designer furniture, from lodges with hot tubs, private terraces to yurts and retro trailers with log burners and campfires. The Park also offers an on-site café, heated swimming pools, beautiful gardens and all just a short amble to Mawgan Porth beach.

What were the businesses issues/challenges to undertake training?
The Park has had a number of staffing changes over the past year, along with a rebrand and change of ownership.  It was therefore of paramount importance that time and resources were invested in the team to ensure that the high standard of customer service that their guests have learnt to expect continued and improved as they grow as a business.

The training undertook:
Working with The Park we develop a bespoke tailored training package following the outcomes of their Customer Service training, where we conducted a mystery shopper survey, via three different routes: phone, email and in person.  The results highlighted a need for training and development in other areas. The tailored training package included some regulatory training in First Aid plus Manual Handling, Team Building, Customer Service/Sales training and Social Media mentoring.

What impacts and benefits has the training had on the company?
The training has assisted The Park in providing a consistent level of service throughout all levels of the business.  Hospitality is traditionally an area which doesn’t have high levels of staff retention and is not regarded as a career choice for many.  The training that The Park undertook with us has helped them show their team that they value their skills and are willing to invest in them to ensure that they retain and recruit good members of the team.
By tailoring the training around their recent rebranding, we ensured that The Park’s core values were maintained and communicated clearly through all media, in-turn helped to embed their brand ethos.

The team at CCB have been supportive throughout all aspects of the training, and tailored the days to specifically meet our needs, helping us invest in our staff.  We would happily recommend them.” Holly Hipkins - The Park.


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