UK Business Embrace Customer Service Training
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UK Businesses Embrace Customer Service Training
Summary
In today's competitive market, exceptional customer service is often the key factor distinguishing success from failure.Mike Wilkinson, Chief Executive of Lancashire and Blackpool Tourist Board and Chair of the North West Tourism Sector Skills and Productivity Alliance, asserts, "Customer service training is the magic ingredient that makes a business or organisation stand out."
Article
In the fiercely competitive world of business, exceptional customer service often separates the winners from the losers. Mike Wilkinson, a key figure in UK tourism, emphasizes the transformative power of customer service training, noting its impact on repeat business, staff retention, and attracting top talent.
Since its inception in 1993, over 300,000 individuals across the UK have participated in Welcome to Excellence, the nation's largest and most recommended customer service training program by The Regional Tourist Board Partnerships Ltd. Participants range from small B&Bs to major players like Bourne Leisure and the new Wembley Arena.
In the North West, Welcome to Excellence has been especially embraced, with over 2,000 individuals receiving training annually. Wilkinson points out that the program includes seven interactive one-day courses, regularly updated to reflect changing industry conditions. Courses like "Welcome Host," "Welcome All" for accommodating people with disabilities, and "Welcome International" for handling diverse cultures cater to various needs within the hospitality sector.
Esteemed as the gold standard in tourism and hospitality, Welcome to Excellence is now expanding to other sectors like local authorities, transport, and retail.
Jackie Mottershead of Oswaldwhistle Mills, a significant tourist attraction in Lancashire, praises the impact of the training. "The staff showed tremendous motivation, leading to a 20% increase in sales within six months," she states.
Similarly, Danielle Hird of the Imperial War Museum North uses Welcome to Excellence to elevate customer service among volunteers, emphasizing that positive customer interactions significantly enhance visitors' experiences.
Charles Quinn of Grosvenor Museum in Chester echoes this sentiment, highlighting the program's role in maintaining high service standards and boosting staff morale.
Available year-round in various venues, the training also allows businesses to develop in-house trainers. Centre Island, a Liverpool-based hotel group, embraces this model, finding that internal trainers can tailor courses for optimal relevance and frequency.
Group HR Manager Dee Keeley explains, "We chose Welcome to Excellence for its established track record and flexibility. It allows us to run training every two months, tailored to our needs."
With future courses and updates planned, Sue Gill of The Regional Tourist Board underscores the urgency of raising service standards ahead of global events like the London 2012 Olympics.
Confident about the region's prospects, Wilkinson concludes, "Building on our hospitality heritage, we can ensure the North West leads in exceptional customer service, enhancing our competitiveness on the world stage."
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